Family & Community Services

Client Feedback ResultsSeptember 2012 – December 2014

Baptcare Research Unit 1

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

Community Services program from September 2012 – December 2014 in Victoria and Tasmania

• This is the third reporting of the revised system, implemented in September 2012– September – December 2012 (baseline data, n=26)– January – December 2013 (follow up data, n=63)– January – December 2014 (follow up data, n=102)

• Data collected via paper-based survey at program conclusion– Subject to further refinement in 2015

2

State (%)

3

88

38 42 47

12

62 58 53

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Victoria Tasmania

Survey response by State has remained fairly stable over the past 12 months, with a slightly higher (overall) response achieved from Tasmania (53%).

Location (%)

4

Overall, most surveys have come from Melbourne (47%) followed by Launceston (28%) and Hobart (25%).

88

40 4147

2 1 112

32 29 2827 29 25

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Melbourne Bendigo Launceston Hobart

Baptcare Program (%)

5

Most respondent’s were from IFFS (23%), the Disability Gateway (15%), Family Services Gateway and Flexible Support Packages (13% each).

1

1

1

2

2

2

3

3

4

6

6

7

12

13

13

15

23

0 5 10 15 20 25 30

Families First (n=2)

Disability Active Monitoring Service (n=2)

LAC (n=2)

Flexi Respite (n=3)

TYSS (n=3)

Home Start (n=3)

Grandparents Supporting Grandchildren (n=6)

PND (n=6)

Kinship care (n=8)

PASDS (n=11)

ISP (n=12)

Foster care (n=13)

Family Active Holidays (n=23)

Gateway (Family Services) (n=24)

Flexible Support (n=24)

Gateway (Disability) n=28)

IFFS (n=38)

Client Satisfaction Questionnaire

• 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 15)

6

Quality of Service (%)

7

Rating of the quality of service received by FACS clients has remained high since 2012 (93% ‘excellent’ or ‘good’ response overall). In 2014 there has been a significant shift in those reporting an ‘excellent’ service from a ‘good’ service.

54 56

77

67

42 39

14

26

3 5 44 2 4 3

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Excellent Good Fair Poor

Received Expected Service (%)

8

In total, over nine in ten clients (92%) ‘definitely’ or ‘generally’ received the service they expected. The proportion of clients’ definitely’ receiving their expected service has been on an upward trend since 2012.

4 2 3 34 5 6 5

3127

1923

6267

72 69

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

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

Extent Service Met Needs (%)

9

In total, just over three quarters of clients (78%) had ‘all’ or ‘almost all’ of there needs met by the service they were engaged with.

52

67 66 64

24

1014 1412 14 14 1412

5 6 650 2

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

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 (2014)

• ‘They hardly ever came…didn’t answer calls then they stopped coming.’

• ‘Limited range of accommodation options available other than in group homes.’

• “I was meant to get grief counselling but that didn’t happen.’

• ‘Baptcare provided an excellent service but I am still waiting on funding.’

• ‘I need access to services and recreational activities.’

10

Recommend Service to Friends or Family (%)

11

Three quarters of clients would ‘definitely’ recommend their service to friends or family if needed. This has remained stable since 2013.

4 5 312

5 5 6

2418

1216

60

77 78 75

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

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

Satisfaction with Amount of Assistance/Support (%)

12

The proportion of clients ‘very satisfied’ with the amount of assistance/support received has remained fairly stable since 2012.

126

10 983

9 7

19

29

1721

62 6165 63

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Quite dissatisfied Indifferent or mindly satisfied

Mostly satisfied Very satisfied

Services Helped to Improve Situation (%)

13

In 2014 there was a significant increase in the proportion of clients reporting their services ‘helped a great deal’ (72% v 59% in 2013).

40

59

7267

4034

2025

20

59 8

2 0 1

2012 (n=7) 2013 (n=63) 2014(n=102) Total (n=192)

Yes, They helped a great deal Yes, they helped somewhatNo, they didn't really help No, they seemed to make things worse

Overall Satisfaction with Service (%)

14

In 2014 there was a significant increase in the proportion of clients reporting being ‘very satisfied’ their service’ (77% v 68% in 2013). Overall, 93% are ‘very or mostly’ satisfied with their service.

6268

7671

3125

1822

4 5 5 54 2 1 2

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Very Satisfied Mostly Satisfied Indifferent or mildly satisfied Quite dissatisfied

Client Satisfaction Score

• Baseline cut of data in 2012 produced an overall score of 85.7/100 (n=26), caution – small sample size

• Second cut of data in 2013 produced a score of 87.0 /100 (n=63)

• Third cut of data in 2014 produced a score of 89.2/100 (n=102)

• In TOTAL, the current CSQ score sits at 88.3/100 (n=192)

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Service Attributes

• The following slides present data collected on a range of service-related attributes– Presented as time series data

• All respondents were asked how much they agreed or disagreed with each statement(using a 5 point scale)

• Results are presented as % who ‘strongly agree’ or ‘agree’ and based off the total sample

16

It was easy and straight forward to contact Baptcare (%)

17

From 2013 to 2014 there has been a significant shift in the proportion of clients who ‘strongly agreed’ that Baptcare was easy and straight forward to contact.

40 39

544748 52

3945

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

88% 91% 93% 92%

There was not much of a delay before receiving the service (%)

18

The majority of clients (84%) agreed that there wasn’t much of a delay before they started to receive their service.

88%

29

43 46 43

58

30

43 41

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

87% 73% 89% 84%

Baptcare staff were respectful towards me (%)

19

Virtually all clients (99%) reported they felt respected by Baptcare staff. This has been the case since 2013.

6270 71 69

31 30 29 30

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

93% 100% 100% 99%

Given clear information about other services (%)

20

Overall, over nine in ten clients (92%) were given clear information about other services available. This figure has remained high (and stable) since 2013 .

50 5364

59

38 3829 33

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

88% 91% 93% 92%

My personal information was kept confidential (%)

21

Virtually all clients reported that their information was kept confidential (97% in total), noting the slight increase in overall agreement between 2013 to 2014.

54

69 68 67

46

2329 30

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

100% 92% 97% 97%

I was told that if children or others are at risk, this information may be passed on to

authorities (%)

22

Agreement with this attribute remains high (84% overall) and stable since 2012.

4252 52 51

4233 30 33

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

84% 85% 82% 84%

I was asked for consent for personal information to be given to other services (%)

23

From 2013 to 2014 there has been an increase in the proportion of clients that ‘agreed’ they were asked for consent. Overall, level of agreement remains high (93% in total).

43

56 56 55

43

3239 38

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

86% 88% 95% 93%

My needs were understood and respected (%)

24

In total, over nine in ten clients (93%) reported that their needs were understood and respected. This has remained stable since 2013.

42

62 59 58

46

33 34 35

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

88% 95% 93% 93%

I was listened to and given choices (%)

25

In total, over nine in ten clients (93%) reported that they felt listened to and given choices. This has remained stable since 2013.

42

62 63 60

46

30 31 33

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

88% 92% 94% 93%

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

26

In total, nine in ten clients (90%) reported that they understood their rights and responsibilities. In 2014 there has been an increase in the proportion of clients who ‘strongly agreed’ with this attribute (60%, up from 53%).

35

5360

5450

3632

36

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

85% 89% 92% 90%

I was told how to make a complaint if I wasn’t happy with Baptcare (%)

27

In total, over eight in ten clients (93%) reported that they were informed of how to make a complaint if they were unhappy with their service. This has remained stable since 2013.

4448 47 47

36 35 38 37

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

80% 83% 85% 84%

My human rights and dignity were respected (%)

28

Virtually all clients (97%) reported that their human rights and dignity were respected by Baptcare. This has remained stable since 2013.

42

5864

59

4639

34 38

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

88% 97% 98% 97%

My Baptcare worker was flexible and reasonable (%)

29

Agreement with this attribute remains high (94% of clients overall reported that their Baptcare worker was flexible and reasonable).

46

59 63 59

4238

32 35

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

88% 97% 95% 94%

My Baptcare worker developed a plan to help reach my goals (%)

30

Just over three quarters of clients (78% in total) reported that their Baptcare worker developed a plan to help reach their goals. In 2014 there has been an increase in the proportion of clients who ‘strongly agreed’ with this attribute.

4338

5045

2938

29 33

0

20

40

60

80

100

2012 (n=7) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

72% 76% 79% 78%

I felt empowered to make choices and decisions based on my needs (%)

31

Over eight in ten clients (84% overall) felt empowered to make choices and decisions based on their needs. This has remained stable since 2013.

27

51 534850

3631

36

0

20

40

60

80

100

2012 (n=26) 2013 (n=55) 2014(n=102) Total (n=192)

Strongly Agree Agree

77% 87% 84% 84%

I felt prepared and ready for my Baptcare service to finish (%)

32

Since 2013, three quarters of clients feel ready for their Baptcare service to end (77%). The small sample size in 2012 over-inflates the finding for that year.

29

43 46 44

71

3329 33

0

20

40

60

80

100

2012 (n=7) 2013 (n=60) 2014(n=102) Total (n=192)

Strongly Agree Agree

100% 76% 75% 77%

I was offered information and help to access other services (%)

33

Since 2013 there has been a significant increase in the proportion of clients that agreed they were offered information and help to access other services (95% v 83% in 2013).

36

5360

54

40

3035 34

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

76% 83% 95% 88%

I feel more connected to friends and family since I received my Baptcare service (%)

34

Two thirds of all clients feel better connected to their friends and family since receiving their service (66%). The small sample size in 2012 over-inflates the finding for that year.

17

35 32 32

67

31 32 34

0

20

40

60

80

100

2012 (n=7) 2013 (n=60) 2014(n=102) Total (n=192)

Strongly Agree Agree

84% 66% 64% 66%

I am more engaged in my local community since I’ve received my Baptcare service (%)

35

Six in ten clients (61%) are more engaged in their local community since receiving their service. The small sample size in 2012 over-inflates the finding for that year.

17

3024 26

67

26

37 35

0

20

40

60

80

100

2012 (n=7) 2013 (n=53) 2014(n=102) Total (n=162)

Strongly Agree Agree

84% 56% 61% 61%

The information, resources and support provided to me by Baptcare has helped me

feel more confident (%)

36

Eight in ten clients (81%) feel more confident from the information, resources and support Baptcare has provided to them. This figure has remained stable since 2013.

28

45 4944

48

36 34 37

0

20

40

60

80

100

2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)

Strongly Agree Agree

76% 81% 83% 81%

Overall rating of service attributes (% strongly agree or agree)

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Att ributes Total

Baptcare staff were respectful towards me 99

I was told that my personal information would be kept confidential 97

My human rights and dignity were respected by Baptcare 97

My Baptcare worker was flexible and reasonable 94

My needs were understood and respected 93

I was l istened to and given choices 93

I was asked for consent for personal information to be given to other services 93

It was easy and straightforward to contact Baptcare 92

I was given clear information about services available 92

Baptcare made sure I understood my rights and responsibil ities 90

I was offered information and given help to acces other services 88

I was told that if children or others are at risk, this informaiton may be passed on to authorities 84

I felt empowered to make choices and decisions based on my needs 84

I was told how to make a complaint if I wasn't happy with Baptcare 84

There was not much of a delay before I started receiving the service/support 84

The information, resources and support provided to me by Baptcare has helped me feel more confident 81

My Baptcare worker developed a plan to reach my goals 78

I felt prepared and ready for my Baptcare service to finish 77

I feel more connected to friends and family since I've received my Baptcare service 66

I am more engaged in my local community since I've received my Baptcare service 61

% Change of service attributes 2013 v 2014

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Att ributes Total % in 2014 % shift from 2013

Baptcare staff were respectful towards me 99 1

I was told that my personal information would be kept confidential 97 3

My human rights and dignity were respected by Baptcare 97 3

My Baptcare worker was flexible and reasonable 94 -1

My needs were understood and respected 93 0

I was l istened to and given choices 93 2

I was asked for consent for personal information to be given to other services 93 6

It was easy and straightforward to contact Baptcare 92 2

I was given clear information about services available 92 2

Baptcare made sure I understood my rights and responsibil ities 90 2

I was offered information and given help to acces other services 88 7

I was told that if children or others are at risk, this informaiton may be passed on to authorities 84 -1

I felt empowered to make choices and decisions based on my needs 84 0

I was told how to make a complaint if I wasn't happy with Baptcare 84 1

There was not much of a delay before I started receiving the service/support 84 7

The information, resources and support provided to me by Baptcare has helped me feel more confident 81 1

My Baptcare worker developed a plan to reach my goals 78 2

I felt prepared and ready for my Baptcare service to finish 77 -2

I feel more connected to friends and family since I've received my Baptcare service 66 -1

I am more engaged in my local community since I've received my Baptcare service 61 2

Best aspects of service provision• ‘Being provided information on services without having to ask or

push, just given the information, great.’• ‘Being able to achieve my goals as to doing things that I want to for

myself.’• ‘Built a good relationship with worker.’• ‘Understanding, being listened to, helpful information available.’• ‘Good support when I had a change in my home/living situation.

Good liaison with other service providers.’• ‘The options and availability of resources I was previously unaware of

until Baptcare made me aware. The genuine interest in my situation that my caseworker showed.’

39

Best aspects of service provision• ‘Just having someone to talk to and was there for me.’• ‘It made it easier to communicate with other agency people as I get

frustrated with the systems that are in place.’• ‘Managed to get into a safe house.’• ‘Response to my calls and advice was rewarding. Happy in every

way it was a learning experience.’• ‘Knowing I could contact them when needed.’• ‘The expertise and dignified manner represented by your service

team members. I was informed of every option available to us and could not have been happier with the outcomes.’

• ‘Prompt assistance and info given to clarify confusing situations.’

40

Suggested Improvements• ‘I would have liked to have support a bit longer or even had a phone

call for a few months to have conversations about handling new things that come up.’

• ‘Follow through on strategies. Worker said she was going to take child to SASS and it never happened which led to the child being removed.’

• ‘More contact with clients and follow through.’• ‘Be more straight forward about what is not available. Lobby

state/federal government to make support available. Worker cannot offer services that do not exist. Stronger focus on Case Management.’

• ‘Have a structured plan for action. I felt as though most of the time I was making conversation in an appointment that was offering nothing.’

41

Suggested Improvements• ‘Short bursts of funding are appreciated but not long enough for ASD

children. They require persistent and consistent therapies to help them become positive and accepted parts of the community. Time taken for providers to receive their funding.’

• ‘I had to beg and plead for case management. This was humiliating and degrading. Difficult to access services.’

• ‘Perhaps the government should give more funding so that Baptcare can carry on providing services to the needy otherwise I think Baptcare are doing a great job with the limited resources they have.’

• ‘The service should be offered yearly to families. Some families have it a lot harder than other families. This should be taken into account when referring services.’

42

Summary• Baptcare attributes were rated consistently high across most

measures, indicating client’s satisfaction with Baptcare service delivery.– 16 out of 20 attributes scored 80%+– Over the past 12 months, there have been a positive % point increase across

many attributes (13 out of 20, or 65%)– Greatest % increases over the past 12 months

• Offered information and given help to access other services (+7%)• Not much of a delay before starting to receive Baptcare service (+7%)• Asked for consent for personal information to be given to other services (+6%)

• The top 4 highest rated attributes for BOTH 2013 and 2014:– Baptcare staff were respectful towards me– My human rights and dignity were respected by Baptcare– My Baptcare worker was flexible and reasonable– I was told that my personal information would be kept confidential

43

Summary

• Scope for continual improvement in the areas of:– Engaging clients in their local community– Connecting clients to friends and family– Clients feeling prepared and ready for their Baptcare service to end– Baptcare workers developing a plan to help clients reach their goals

• Further refinement to the survey and data collection process scheduled for 2015.

44