CHARLES T. CORLEY Client Satisfaction Survey SECRETARY · 2014-02-13 · RICK SCOTT GOVERNOR...
Transcript of CHARLES T. CORLEY Client Satisfaction Survey SECRETARY · 2014-02-13 · RICK SCOTT GOVERNOR...
RICK SCOTT GOVERNOR
CHARLES T. CORLEY
SECRETARY
elderaffairs.state.fl.us
2012 Report
Client Satisfaction Survey
Program Services, Direct Service Workers, and
Impact of Programs on Lives of Clients
PSA 9
Bureau of Planning & Evaluation, October 2013
2012 Client Satisfaction Survey: PSA 9
Table of Contents
Executive Summary ............................................................................................................................................... 2
Background ............................................................................................................................................................... 3
Methodology ............................................................................................................................................................ 3
Population and Sample ..................................................................................................................................... 3
The Survey ............................................................................................................................................................ 4
Survey Procedures .............................................................................................................................................. 4
Analysis ................................................................................................................................................................. 4
Survey Results ......................................................................................................................................................... 5
Overall Satisfaction With Services Received and With Their Quality .............................................. 5
Client Satisfaction With Program Service Delivery ................................................................................. 6
Client Satisfaction With Direct Service Workers .................................................................................... 8
The Impact of Services on Clients’ Lives .................................................................................................... 10
Summary and Conclusions ................................................................................................................................. 10
Appendix A: Understanding Your Tables ...................................................................................................... 12
Appendix B: PSA 9 and Statewide Survey Responses ............................................................................... 14
Appendix C: Survey Instrument ....................................................................................................................... 18
1 2012 Client Satisfaction Survey: PSA 9
Executive Summary
In 2012, the Florida Department of Elder Affairs (DOEA) Bureau of Planning and Evaluation
surveyed a random sample of clients that was based on their participation in three of the
Department’s community-based care programs in each of the state’s 11 Planning and Service
Areas (PSAs). The following report examines responses obtained from PSA 9 clients and
compares them to responses for all 11 PSAs surveyed.
The purpose of the surveys was to assess the satisfaction of clients with program services, the
quality of direct service workers, and the impact of the program on clients’ lives. Clients selected
for the surveys participated in at least one of three DOEA programs serving the largest number
of case-managed clients: Aged and Disabled Adult Medicaid Waiver (ADA), Assisted Living
Medicaid Waiver (AL), and Community Care for the Elderly (CCE).
Program participants in PSA 9 reported high levels of overall satisfaction with program services,
their quality and delivery. They also reported high levels of satisfaction with their direct service
workers and the impact of services on their lives.
The combined response options of Very Satisfied and Satisfied yielded high overall levels of
satisfaction with PSA 9 services received and with their quality (95 and 93%, respectively). The
level of satisfaction obtained by clients statewide was 96 percent for both of these service
aspects
The majority of respondents were satisfied with the aspects of program services queried
including frequency and length of services, time of day, and day(s) of the week. Between
91 and 98 percent of ADA, AL, and CCE respondents reported being Very Satisfied or
Satisfied with these provisions of program services.
The majority of respondents were also Very Satisfied or Satisfied with their direct service
workers. Between 91 and 97 percent of respondents surveyed in PSA 9 were Very
Satisfied or Satisfied with their direct service workers with the lowest percentage
pertaining to the issue of worker knowledge and skills needed to help (91%).
Survey respondents reported that program services had a major impact on their lives.
Between 95 and 97 percent of respondents said services met their needs, improved their
quality of life, and increased the likelihood of their remaining in their homes.
When comparing satisfaction levels of PSA 9 respondents to those compiled from responses
statewide, PSA 9 results were similar but generally lower by one to four percent.
3 2012 DOEA Client Survey – PSA 9
Background
The Florida Department of Elder Affairs operates a variety of programs to meet the special needs
of Florida’s aging citizens. These programs are designed to provide cost-effective ways of
keeping elderly persons in their homes or communities and to prevent, postpone, or reduce
inappropriate or unnecessary institutional placements.
Individuals served by these programs are frail elders and persons with disabilities who are
functionally impaired and at risk of nursing home placement. CARES (Comprehensive
Assessment and Review for Long-Term Care Services) is Florida's federally mandated nursing
home pre-admission assessment program that determines medical eligibility for the Medicaid
waiver programs. Individuals must be age 60 or older and meet the same functional and financial
criteria as individuals seeking Medicaid assistance for nursing home placement to qualify for the
ADA and AL programs administered by the Department. In addition, for AL eligibility,
individuals must meet at least one of the following additional criteria: require assistance with
activities of daily living, be diagnosed with Alzheimer's disease or other dementia(s), have a
diagnosis of a degenerative or chronic medical condition requiring nursing services, or be
waiting for discharge from a nursing home and unable to return to a private residence.
Individuals eligible for CCE must be age 60 or older and functionally impaired. Primary
consideration for CCE services is given to elderly persons reported to Adult Protective Services
(APS) and determined by APS to be victims of abuse, neglect, or exploitation who are in need of
immediate services to prevent further harm.
Services provided to participants of the above-mentioned programs may include personal care,
homemaker, adult day health care, respite, home-delivered meals, companionship, case
management, case aide, chore, escort, attendant care, and counseling.
Methodology
Population and Sample
The three DOEA programs selected for the survey (ADA, AL, and CCE) are those which serve
the largest number of case-managed clients. The clients selected for the survey received services
from one of these programs for at least three months and received a service in addition to case
management and home-delivered meals.
Samples were taken from each of Florida’s 11 PSAs. The samples were stratified to represent the
proportion of clients in each PSA and the proportion of clients in each program. The sample size
for PSA 9 is large enough to assume a 90 percent confidence level for the representativeness of
results.
4 2012 DOEA Client Survey – PSA 9
The Survey
The survey contained 15 questions for recipients of program services, of which 11 evaluated
services and direct service workers and three addressed the impact of services on respondents’
lives. Questions assessing satisfaction with services included those on the frequency, length,
time of day, day(s) of the week, and quality of services provided. Questions assessing
satisfaction with direct service workers focused on adequacy of worker knowledge and skills,
communication with workers, treatment of clients, punctuality, and continuity of services
conducted by the same worker. Three questions addressing the impact of services on the lives of
clients asked respondents whether services met their needs, helped to maintain or improve their
quality of life, and helped them continue living in their home. A final question gave respondents
the opportunity to volunteer any other information about the services they received. This report
includes the survey instrument as Appendix C.
Survey Procedures
Clients were sent letters notifying them that they might be called to participate in a survey
about the services they received. They were assured that, whether or not they participated, their
DOEA program services would not be affected.
The survey was conducted between June 12, and July 6, 2012, by professional interviewers in
the DOEA Computer-Assisted Telephone Interview (CATI) Call Center. Instructions
informed respondents that the survey would take an estimated 10 minutes to complete. The
calls resulted in 241 completed surveys, yielding a response rate (the number of surveys
completed divided by all eligible persons successfully contacted) of 38 percent. A large number
of clients were unable to respond to the survey because of unavailability (e.g., hospitalization)
or inability to hear, understand, or remember.
Analysis
The number of completed surveys was weighted within programs in each PSA to compensate for
over and under-sampling and to be representative of the PSA 9 client population surveyed. Data
were collapsed across programs and analyzed for each PSA and for all 11 PSAs combined.
Appendix B contains the response distribution, arithmetic means, and standard deviations for
each question, for PSA 9 and across all 11 PSAs. Appendix A offers instructions on how to read
the tables and interpret statistical terms included in the report.
5 2012 DOEA Client Survey – PSA 9
Survey Results
Overall Satisfaction With Services Received and With Their Quality
Clients expressed high overall satisfaction with the services and with the quality of services they
received. The combined response options of Very Satisfied and Satisfied yielded high overall
levels of satisfaction with program services by PSA 9 respondents and by all respondents in the
11 PSAs (at least 93% for each question).
Overall Client Satisfaction With Services
Received
PSA 9 survey respondents expressed high levels
of overall satisfaction with services received.
Fifty percent said they were Very Satisfied, and
an additional 44 percent said they were
Satisfied.
The satisfaction levels of PSA 9 clients were
similar to those achieved for all clients
surveyed statewide. The combined response
options of Very Satisfied and Satisfied yielded
high overall levels of satisfaction with services
received by PSA 9 and statewide clients (95%
and 96%, respectively).
Overall Client Satisfaction With the Quality of Services Received
PSA 9 survey respondents expressed high
levels of satisfaction with the quality of
services received. Fifty-four (54) percent
said they were Very Satisfied, and an
additional 40 percent said that they were
Satisfied.
The combined response options of Very
Satisfied and Satisfied for PSA 9 clients
yielded high overall satisfaction with the
quality of services received. Combined
satisfaction levels of PSA 8 clients and
clients surveyed across all 11 PSAs were 93% and 96%, respectively.
6 2012 DOEA Client Survey – PSA 9
Client Satisfaction With Program Service Delivery
Four questions asked survey respondents about their satisfaction with program services.
How satisfied are you with how often services are provided?
How satisfied are you with the length of service visits?
How satisfied are you with the time of day that services are provided?
How satisfied are you with the day(s) of the week services are provided?
PSA 9 survey respondents expressed high levels of satisfaction with the surveyed aspects of
program services, which were very close to those reported by all clients surveyed in the 11 PSAs.
The combined response options of Very Satisfied and Satisfied yielded high overall levels of
satisfaction with program services by PSA 9 respondents and by all respondents in the 11 PSAs
(at least 91% for each question).
Satisfaction With Frequency of Services Provided
PSA 9 respondents expressed high levels of satisfaction with frequency of services provided.
Fifty percent said they were Very Satisfied, and an additional 44 percent said that they were
Satisfied.
7 2012 DOEA Client Survey – PSA 9
The combined response options of Very Satisfied and Satisfied yielded high overall levels of
satisfaction with service frequency by PSA 9 respondents that were similar to those obtained by
clients surveyed across all 11 PSAs (94 and 95%, respectively).
Satisfaction With Length of Service Visits
PSA 9 survey respondents expressed high levels of satisfaction with the length of service visits.
Thirty-three percent said they were Very Satisfied, and an additional 58 percent said that they
were Satisfied.
The combined response options of Very Satisfied and Satisfied for PSA 9 clients yielded high
overall satisfaction with the length of service visits. The PSA 9 percentage was similar to that
reported by clients across all PSAs (91% and 92%, respectively).
Satisfaction With the Time of Day Services Are Provided
PSA 9 survey respondents expressed high levels of satisfaction with the time of the day services
were provided. Forty-three percent said they were Very Satisfied, and an additional 54 percent
said that they were Satisfied.
A larger percentage of PSA 9 clients (43%) than statewide clients (37%) than reported they
were Very Satisfied with the time of day their services were provided. Combined satisfaction
levels of PSA 9 clients were 97 percent and 96 percent for clients surveyed across all 11 PSAs.
Satisfaction With the Day of the Week Services Are Provided
PSA 9 survey respondents expressed high levels of satisfaction with the day of the week services
were provided. Forty-three percent said they were Very Satisfied, and an additional 55 percent
said that they were Satisfied.
A larger percentage of PSA 9 clients (43%) than statewide clients (37%) reported they were
Very Satisfied. The combined response options of Very Satisfied and Satisfied for PSA 9 and
statewide clients yielded high overall satisfaction levels with the day of the week of service
delivery (98% and 97%, respectively).
8 2012 DOEA Client Survey – PSA 9
Client Satisfaction With Direct Service Workers
PSA 9 survey respondents expressed high levels of satisfaction with different aspects of their
direct service workers. The combined response options of Very Satisfied and Satisfied yielded
high overall levels of satisfaction that ranged from 91 to 97 percent.
Client Satisfaction With the Knowledge and Skills of Direct Service Workers
Forty-nine percent said that they were Very Satisfied with the knowledge and skills of their
workers, and an additional 42 percent said they were Satisfied. The combined response options
of Very Satisfied and Satisfied for PSA 9 clients yielded overall levels of satisfaction with worker
knowledge and skills (91%) that were four percent lower than those reported by clients
statewide (95%).
Client Satisfaction With Treatment by Direct Service Workers
Sixty-one percent of PSA 9 clients said they were Very Satisfied, and an additional 35 percent
said that they were Satisfied with treatment by workers.
A larger percentage of PSA 9 clients (61%) than statewide clients (57%) reported they were Very
Satisfied. The combined response options of Very Satisfied and Satisfied for PSA 9 and statewide
clients yielded high overall levels of satisfaction with their treatment by workers (97% and 98%,
respectively).
9 2012 DOEA Client Survey – PSA 9
Client Satisfaction With the Ability to Communicate With Direct Service Workers
Fifty-two percent of the PSA 9 survey respondents said they were Very Satisfied with worker
communication, and an additional 41 percent said they were Satisfied.
The combined response options of Very Satisfied and Satisfied yielded high overall levels of
satisfaction with worker communication (93%) that were four percent lower than those
reported by clients surveyed across PSAs (97%).
Punctuality and Continuity of Direct Service Workers
Ninety-four percent of PSA 9 clients said their workers arrived at the scheduled time compared
to 95 percent of statewide clients.
Even though the proportion of clients who said they did not know when to expect workers
was small, PSA 9 clients were approximately twice as likely to give this response than
statewide clients (2.5% and 1.2%, respectively).
Ninety-six percent of PSA 9 clients said the same worker usually comes to help compared to 93
percent clients statewide.
10 2012 DOEA Client Survey – PSA 9
The Impact of Services on Clients’ Lives
Program recipients were also asked to indicate whether the services met their needs, improved
their lives, and helped them stay at home.
Ninety-five percent of PSA 9 clients said that services met their needs compared to 97 percent of
statewide clients surveyed. In addition, PSA 9 clients were highly likely to say that services
helped maintain or improve their quality of life (96% compared to 97% of clients statewide).
Approximately 97 percent of PSA 9 clients said that services helped them stay in their home
compared to 98 percent of clients statewide.
Summary and Conclusions
In summary, program participants in PSA 9 reported high levels of overall satisfaction with the
services they received through the ADA, AL, and CCE programs and with the quality and
delivery of these services. In addition, they were highly satisfied with their direct service
workers and the impact of services on their lives. Survey participants’ combined responses of
Very Satisfied and Satisfied yielded overall satisfaction levels with these service aspects ranging
from 91 to 98 percent.
11 2012 DOEA Client Survey – PSA 9
When comparing satisfaction levels of PSA 9 respondents to those compiled from responses
statewide, PSA 9 results were very similar, even though lower in most cases, by one to four
percent.
12 2012 DOEA Client Survey – PSA 9
Appendix A: Understanding Your Tables
Responses
Sample PSA
All PSAs
Frequency Percent Mean
Standard
Deviation Frequency Percent Mean
Standard
Deviation
Very Satisfied (5) 69 27.6
4.2 0.621
1,077 44.5
4.35 0.715
Satisfied (4) 170 67.9
1,215 50.2
Neither Satisfied nor
Dissatisfied (3) 3 1.1
44 1.8
Dissatisfied (2) 8 3.4
71 2.9
Very Dissatisfied (1) 0 0
14 0.6
Total 250 100
2,422 100
Answer choices and point
value (1-5) for the
response
The number of
clients choosing
this response
Percent of clients
choosing a response
The mean or item
score. The average of
all client responses.
The same information
is given for all 11 PSAs
combined
The variation among the responses. A low
standard deviation indicates the responses
tend to be very close to the mean. A high
standard deviation indicates that the
responses are more spread out.
13 2012 DOEA Client Survey – PSA 9
Look At Your Results:
5. Overall, how satisfied are you with the quality of the services you have received?
Responses
Sample PSA
All PSAs
Frequency Percent Mean
Standard
Deviation
Frequency Percent Mean
Standard
Deviation
Very Satisfied (5) 93 49.5
4.44 0.66
1,189 48.6
4.41 0.68
Satisfied (4) 90 47.7
1,143 46.8
Neither Satisfied nor
Dissatisfied (3) 1 0.5*
54 2.2
Dissatisfied (2) 3 1.7
48 2.0
Very Dissatisfied (1) 1 0.6*
10 0.4
Total 189 100
2,444 100
*Percentage differences were created by analysis software.
Of the 189 clients who responded to Question 5 in the sample PSA, 93 (49.5%) said
they were Very Satisfied with the quality of services they received, 90 (47.7%) were
Satisfied, one (0.5%) was Neither Satisfied nor Dissatisfied, three (1.7%) were
Dissatisfied, and one client (0.6%) was Very Dissatisfied.
Overall, a total of 97.2 percent of clients responded that they were Very Satisfied
or Satisfied (49.5% plus 47.7%).
The mean of the responses, or the “Item Score,” was 4.44. The highest score
possible is 5 (for Very Satisfied) and the lowest possible is 1 (for Very Dissatisfied).
The average client in this sample PSA is more than satisfied with the quality of
services he or she receives since the mean is close to 5.
There is some variation in the client responses. This can be seen in the standard
deviation and by looking at the distribution of frequencies.
Compare Your Results to all the PSAs in Florida:
The means of both groups are about the same and show overall satisfaction with
the quality of services. There are slight differences in how satisfied the clients
were. Whereas the sample PSA showed 49.5 percent of clients Very Satisfied,
48.6 percent of clients statewide were Very Satisfied.
The sample PSA had one client who was Very Dissatisfied. There were 10 Very
Dissatisfied clients statewide, but the total is less than one-half percent.
14 2012 DOEA Client Survey – PSA 9
Appendix B: PSA 9 and Statewide Survey Responses
Responses
PSA 9
All PSAs
Number Percent Mean Standard Deviation
Number Percent Mean Standard Deviation
1. How satisfied are you with how often services are provided?
Very Satisfied (5) 106 50.4
4.40 0.75
1,077 44.5
4.35 0.72
Satisfied (4) 93 43.8 1,215 50.2
Neither Satisfied nor Dissatisfied (3)
5 2.5 44 1.8
Dissatisfied (2) 4 2.1 71 2.9
Very Dissatisfied (1) 3 1.2 14 0.6
Total 211 100.0 2,422 100.0
2. How satisfied are you with the length of the service visits?
Very Satisfied (5) 68 32.8
4.16 0.80
741 32.9
4.20 0.72
Satisfied (4) 120 58.4 1,336 59.2
Neither Satisfied nor Dissatisfied (3)
4 2.1 76 3.4
Dissatisfied (2) 12 5.9 94 4.2
Very Dissatisfied (1) 2 0.8 8 0.4
Total 206 100.0 2,255 100.0
3. How satisfied are you with the time of day that services are provided?
Very Satisfied (5) 89 43.4
4.38 0.65
819 36.3
4.20 0.60
Satisfied (4) 111 54.1 1,355 60.2
Neither Satisfied nor Dissatisfied (3)
4 0 37 1.6
Dissatisfied (2) 1 2.1 39 1.7
Very Dissatisfied (1) 0 0.4 3 0.1
Total 205 100.0 2,252 100.0
15 2012 DOEA Client Survey – PSA 9
Responses
PSA 9
All PSAs
Number Percent Mean Standard Deviation
Number Percent Mean Standard Deviation
4. How satisfied are you with the day(s) of the week services are provided?
Very Satisfied (5) 89 43.0
4.39 0.61
818 36.2
4.31 0.61
Satisfied (4) 114 54.8 1,364 60.3
Neither Satisfied nor Dissatisfied (3)
1 0.4 36 1.6
Dissatisfied (2) 3 1.3 38 1.7
Very Dissatisfied (1) 1 0.4 5 0.2
Total 207 100.0 2,260 100.0
5. Overall, how satisfied are you with the quality of the services you have received?
Very Satisfied (5) 119 53.8
4.43 0.74
1,189 48.6
4.41 0.68
Satisfied (4) 87 39.5 1,143 46.8
Neither Satisfied nor Dissatisfied (3)
8 3.6 54 2.2
Dissatisfied (2) 5 2.3 48 2.0
Very Dissatisfied (1) 2 0.8 10 0.4
Total 221 100.0 2,444 100.0
6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help you?
Very Satisfied (5) 106 49.3
4.35 0.80
1,110 45.6
4.37 0.69
Satisfied (4) 90 41.6 1,199 49.2
Neither Satisfied nor Dissatisfied (3)
9 4.3 57 2.3
Dissatisfied (2) 10 4.5 57 2.4
Very Dissatisfied (1) 1 0.4 12 0.5
Total 215 100.0 2,436 100.0
7. How satisfied are you with the way your worker(s) treat you?
Very Satisfied (5) 131 61.3
4.56 0.62
1,355 55.6
4.52 0.61
Satisfied (4) 76 35.4 1,025 42.1
Neither Satisfied nor Dissatisfied (3)
4 1.6 26 1.1
Dissatisfied (2) 4 1.6 23 1.0
Very Dissatisfied (1) 0 0 9 0.4
Total 214 100.0 2,437 100.0
16 2012 DOEA Client Survey – PSA 9
Responses
PSA 9
All PSAs
Number Percent Mean Standard Deviation
Number Percent Mean Standard Deviation
8. How satisfied are you with the way you and your worker(s) communicate?
Very Satisfied (5) 110 51.9
4.41 0.74
1,201 49.5
4.44 0.64
Satisfied (4) 86 40.7 1,139 46.9
Neither Satisfied nor Dissatisfied (3)
9 4.1 46 1.9
Dissatisfied (2) 6 2.9 34 1.4
Very Dissatisfied (1) 1 0.4 8 0.3
Total 212 100.0 2,428 100.0
9. Do(es) your worker(s) usually arrive at the scheduled time?
Yes (2) 189 94.0
1.92 0.36
2,095 94.9
1.96 0.29
No (1) 7 3.5 86 3.9
I don't know when to expect them
5 2.5 27 1.2
Total 201 100.0 2,208 100.0
10. Can you usually expect the same person (people) to come help?
Yes (2) 185 95.5
1.95 0.21
2,066 92.3
1.92 0.27 No (1) 9 4.5 172 7.7
Total 194 100.0 2,238 100.0
11. Overall, would you say that the services you receive meet your needs?
Yes (2) 209 94.8
1.95 0.22
2,349 96.7
1.97 0.18 No (1) 11 5.2 79 3.3
Total 221 100.0 2,428 100.0
12. Do these services help you to maintain or improve your quality of life?
Yes (2) 209 96.1
1.96 0.19
2,344 97.0
1.97 0.17 No (1) 8 3.9 71 3.0
Total 218 100.0 2,416 100.0
13. Do these services help you to stay in your home? (If at an ALF ask: Do these services help you to avoid moving into a nursing home?) Would you say:
Yes (2) 209 96.8
1.97 0.18
2,338 97.7
1.98 0.15 No (1) 7 3.2 56 2.3
Total 216 100.0 2,394 100.0
17 2012 DOEA Client Survey – PSA 9
Responses
PSA 9
All PSAs
Number Percent Mean Standard Deviation
Number Percent Mean Standard Deviation
14. Overall, how satisfied are you with the services you receive?
Very Satisfied (5) 103 50.3
4.41 0.71
1,274 54.0
4.48 0.66
Satisfied (4) 91 44.3 995 42.2
Neither Satisfied nor Dissatisfied (3)
5 2.4 45 1.9
Dissatisfied (2) 5 2.5 33 1.4
Very Dissatisfied (1) 1 0.4 13 0.6
Total 205 100.0 2,361 100.0
18 2012 DOEA Client Survey – PSA 9
Appendix C: Survey Instrument
Cl ient Satisfact ion Survey
SERVICES
These questions ask about how satisfied you are with the services you receive. You can answer: Very
Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied, or Very Dissatisfied. You can also tell
me if you really don’t know.
1. How satisfied are you with how often services are provided? a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
2. How satisfied are you with the length of the service visits?
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
3. How satisfied are you with the time of day that services are provided?
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
4. How satisfied are you with the day(s) of the week services are provided? a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
5. Overall, how satisfied are you with the quality of the services you have received?
a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
WORKERS
Next, I’m going to ask you several questions about how satisfied you are with the workers who come to
help you. Again, you can answer: Very Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied,
or Very Dissatisfied. You can also tell me if you really don’t know.
6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help you? a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
7. How satisfied are you with the way your worker(s) treat you? a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
8. How satisfied are you with the way you and your worker(s) communicate? a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
9. Do(es)your worker(s) usually arrive at the scheduled time? a. Yes b. No c. I don’t know when to expect them
19 2012 DOEA Client Survey – PSA 9
10. Can you usually expect the same person (people) to come help?
a. Yes b. No c. Don’t Know (d. Refused) e. Not Applicable
SERVICE IMPACT
The last set of questions focuses on the effect or impact these services have on your life.
11. Overall, would you say that the services you receive meet your needs? a. Yes b. to some extent c. No d. Don’t Know (d. Refused) e. Not Applicable
12. Do these services help you to maintain or improve your quality of life? a. Yes b. to some extent c. No d. Don’t Know (d. Refused) e. Not Applicable
13. Do these services help you to stay in your home? (If at an ALF ask: Do these services help you to avoid moving into a nursing home?) Would you say: a. Yes b. to some extent c. No d. Don’t Know (d. Refused) e. Not Applicable
14. Overall, how satisfied are you with the services you receive? a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied
COMMENTS
That’s the end of our questions.
15. Is there anything else you would like us to know about the services you receive?
I want to thank you for participating in the survey.
Your feedback is important to the Department of Elder Affairs.
I hope you have a great day.