Client Satisfaction Survey -...

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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 Bureau of Planning & Evaluation, October 2013

Transcript of Client Satisfaction Survey -...

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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

Bureau of Planning & Evaluation, October 2013

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Table of Contents

Executive Summary ................................................................................................................................................ 1

Background ............................................................................................................................................................... 3

Methodology ............................................................................................................................................................ 4

Population and Sample ..................................................................................................................................... 4

Survey .................................................................................................................................................................... 4

Survey Procedures .............................................................................................................................................. 5

Analysis ................................................................................................................................................................. 5

Survey Results ......................................................................................................................................................... 6

Overall Satisfaction With Services Received and With Their Quality .............................................. 6

Client Satisfaction With Aspects of Program Services ........................................................................... 8

Client Satisfaction With Direct Service Workers ................................................................................... 12

The Impact of Services on Clients’ Lives .................................................................................................... 16

Summary and Conclusions ................................................................................................................................. 17

Appendix A: 2012 Survey Responses by Program Participation .............................................................. 18

Appendix B: 2012 Survey Responses by Program Participation, Combined Satisfaction Categories ............................................................................................................................................................... 20

Appendix C: 2 0 1 2 Client Satisfaction Survey ........................................................................................... 22

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1 2012 Client Satisfaction Survey

Executive Summary

In 2012, the Florida Department of Elder Affairs (DOEA) Bureau of Planning and Evaluation

surveyed a random sample of clients in four 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 the 11 PSAs.

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 four DOEA programs serving the largest

number of case managed clients: the Long-Term Care Community Diversion Pilot Project, also

known as Nursing Home Diversion Medicaid Waiver (NHD), Aged and Disabled Adult

Medicaid Waiver (ADA), Assisted Living Medicaid Waiver (AL), and Community Care for the

Elderly (CCE).

Program participants reported high levels of overall satisfaction with the services they received

and their quality, with aspects of program services, their direct service workers, and the impact

of services on their lives. Overall satisfaction levels including Very Satisfied and Satisfied ranged

from 92 percent to 100 percent. The lowest satisfaction level (79%) was expressed by AL

program participants with regard to direct service worker continuity. A small number of

program participants responded that they were Neither Satisfied nor Dissatisfied, Dissatisfied,

or Very Dissatisfied, or responded No to a question addressing their satisfaction, ranging from

zero to five percent.

In comparison to the other programs participants, NHD program clients generally reported the

highest combined satisfaction levels and their levels of dissatisfaction ranged from zero to five

percent. They were also more likely to state that they were Very Satisfied than Satisfied with the

different aspects of services evaluated. In addition, they were more likely to say that their direct

service workers were punctual and that the same worker usually comes to help them. AL clients

tended to choose the Satisfied over the Very Satisfied response option more often than the other

program participants and they were significantly less likely to say that the same worker came to

help them.

Client Satisfaction With Services Received and Quality of Services

The majority of respondents surveyed across the four programs reported high levels of being

Very Satisfied or Satisfied with the services they received and with their quality.

Between 94 and 98 percent were Very Satisfied or Satisfied with services received,

including frequency and length of services, time of day, and day(s) of the week; and

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Between 93 and 97 percent were Very Satisfied or Satisfied with the quality of services

received.

Client Satisfaction With Aspects of Program Services

The majority of respondents surveyed across the four programs reported high levels of being

Very Satisfied or Satisfied with aspects of program services:

Between 92 and 96 percent were Very Satisfied or Satisfied with the frequency of

services,

Between 92 and 96 percent were Very Satisfied or Satisfied with the length of services,

and

Between 96 and 99 percent were Very Satisfied or Satisfied with the time of day services

were provided.

Client Satisfaction With Direct Service Workers

The majority of respondents were also Very Satisfied or Satisfied with their direct service

workers:

Between 94 and 96 percent were Very Satisfied or Satisfied with their workers’

knowledge and skills needed to help them,

Between 95 and 98 percent said that they were Very Satisfied or Satisfied with the way

their workers treat them,

Between 96 and 97 percent said that they were Very Satisfied or Satisfied with the

communication with their workers

Between 94 and 98 percent said that they were Very Satisfied or Satisfied with the

punctuality of their worker, and

Between 79 and 100 percent said that they can usually expect that the same person will

come to help them.

While AL clients are exclusively served in ALFs, over 50 percent of clients in the NHD program

and all clients in the CCE and ADA programs are served in home-based settings.

The Impact of Services on Clients’ Lives

The reported impact of services on program participants’ needs, quality of life, and ability to stay

in their homes was high as well:

Between 96 to 97 percent of participants said that services met their needs.

Between 95 to 98 percent said that services helped them maintain or improve their

quality of life.

Between 95 to 100 percent said that services helped them stay in their homes.

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In 2010 and 2011, the Department surveyed clients participating in the same four programs

included in the present study, but not at the program-specific level. Consequently, comparisons

of the 2012 survey results to those of previous years cannot be made at the program-specific level

but can be made to response averages across combined programs. Between 2010 and 2012, the

average satisfaction scores (Very Satisfied and Satisfied combined) of program participants

increased slightly and continuously, ranging from a two to six percent increase. The largest

increase in satisfaction (6%) was reported for worker punctuality. Responses to several survey

items increased by four percent between 2010 and 2012. These include satisfaction with the

frequency and length of services, days of the week services were provided, worker knowledge

and skills, and communication with workers.

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 must 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 and

NHD eligibility, individuals must meet at least one of the following additional criteria: require

assistance with activities of daily living (ADL), be diagnosed with Alzheimer's disease or other

dementia, or have a diagnosis of a degenerative or chronic medical condition requiring nursing

services. A further eligibility criterion for AL clients includes that they are awaiting discharge

from a nursing home and unable to return to a private residence. Additional eligibility for the

NHD program requires clients to be age 65 or older, be enrolled in Medicare, and be eligible for

Medicaid. Individuals eligible for CCE must be age 60 or older and functionally impaired.

Primary consideration for CCE services is given to elderly persons referred 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 direct service,

homemaker, adult day health care, respite, home-delivered meals, companionship, case

management, case aide, chore, escort, respite, attendant care, and counseling.

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The number of clients served in Fiscal Year 2011-12 ranged from 4,593 in AL to over 24,500 in

NHD (see the following exhibit). The CCE Program is funded solely by state General Revenue

with a 2011-2012 appropriation of over $40 million. Funding for the NHD, ADA, and AL

programs is supplied by Medicaid and the state; appropriations ranged from over $35 million for

AL to approximately $356 million for NHD.

Enrollment and Funding for Three Department-Administered Programs,

2011–2012

Program Clients

Served

Funding

Community Care for the Elderly (CCE) 13,459 $40,479,617

Aged and Disabled Adult Medicaid Waiver (ADA) 11,018 $103,823,694

Assisted Living Medicaid Waiver (AL) 4,593 $35,083,803

Nursing Home Diversion Medicaid Waiver (NHD) 24,593 $355,766,698

Source: 2013 Summary of Programs & Services, DOEA

Methodology Population and Sample

The four DOEA programs selected for the survey (NHD, 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. The sample size was large enough to assure a 95

percent confidence level for the representativeness of results at the state level.

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.

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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 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 interviewers placed 7,064 calls to clients

of the AL, CCE, and ADA programs between March 9, and November 8, 2012. In addition,

interviewers placed 963 calls to clients of the NHD program between October 30, and

December 19, 2012. The NHD clients contacted resided in a private residence or assisted living

facility and did not include those residing in nursing homes. A large number of clients were

unable to respond to the survey because of unavailability (e.g., hospitalization) or the inability

to hear, understand, or remember. In total, 3,221 surveys were successfully completed,

yielding a 40 percent response rate.

Analysis The 3,221 responses to the survey were analyzed by program enrollment. A summary chart

containing percentages of all survey responses (Very Satisfied, Satisfied, Neither Satisfied nor

Dissatisfied, Dissatisfied, and Very Dissatisfied, as well as Yes and No) is included in Appendix

A. Combined percentages of Very Satisfied and Satisfied responses, as well as Dissatisfied and

Very Dissatisfied responses to items, are presented in Appendix B.

In addition, current survey results were compared to those obtained in 2010 and 2011. Since

these prior surveys were not designed for program-level analysis, the comparison of findings is

based on averages for the four programs evaluated.

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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 respondents across PSAs (at least 93% for each

question).

Overall Satisfaction With Current Services

Respondents of the NHD program reported the highest degree of being Very Satisfied (60.4%)

compared to those participating in the CCE (59%), ADA (55%), and AL (46%) programs.

AL clients were more likely to be Satisfied (48%) than Very Satisfied (46%), in contrast to the

other program participants. With the exception of AL clients, program participants were more

likely to say that they were Very Satisfied than Satisfied with currently receiving services.

Respondents’ overall satisfaction with the services they were receiving at the time of the survey

was high, as reflected by the combined Very Satisfied and Satisfied ratings of 98 percent for

clients of the NHD program, followed by 97 percent each for CCE and ADA clients, and 94

percent for AL clients (see Appendix B).

For 2012, an average of 96 percent of clients in the four programs combined was Very Satisfied or

Satisfied with currently receiving services compared to an average of 95 percent in 2011, and 92

percent of all clients surveyed in 2010.

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Overall Satisfaction With the Quality of Services Received Clients of the NHD program also reported the highest incidence of being Very Satisfied with the

quality of services they received (59%) compared to 53 percent or less for other program

respondents. With the exception of AL clients, program participants were more likely to say

that they were Very Satisfied than Satisfied with the quality of services received.

Combining the responses to the Very Satisfied and Satisfied options, NHD clients expressed the

highest satisfaction levels (97%), followed by CCE and ADA clients (both 96%), and clients of

the AL program (93%) (see Appendix B).

For 2012, an average of 96 percent of clients in the four programs combined was Very Satisfied or

Satisfied with the quality of services received compared to an average of 95 percent in 2011, and

94 percent of all clients surveyed in 2010.

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Client Satisfaction With Aspects of Program Services

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?

The combined response options of Very Satisfied and Satisfied yielded high overall levels of

satisfaction with aspects of program services by respondents, ranging from an average of 93 to 97

percent across programs.

Satisfaction With the Frequency of Services Provided Clients of the NHD program were more likely to be Very Satisfied with the frequency of services

provided (58%) compared to 46 percent or less for clients of the other programs. Other program

respondents were more likely to say that they were Satisfied than Very Satisfied. For example,

50 percent of AL program clients said they were Satisfied with the frequency of services

compared to 42 percent who said they were Very Satisfied.

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The majority of clients of each of the four programs surveyed expressed high levels of being Very

Satisfied or Satisfied with service frequency, ranging between 92 and 96 percent (see Appendix

B). The highest level of Very Satisfied and Satisfied with service frequency responses combined

was reported by clients of the NHD Program (96%), followed by those in the ADA and CCE

(95% for both), and AL (92%).

For 2012, an average of 95 percent of clients in the four programs combined was Very Satisfied or

Satisfied with the frequency of services compared to an average of 92 percent in 2011, and 91

percent of all clients surveyed in 2010.

Satisfaction With the Length of Service Visits Clients of the NHD program reported the highest levels of being Very Satisfied with the length

of service visits by their direct service worker (46%) compared to 34 percent or lower for clients

of the other programs. Program participants were more likely to say that they were Satisfied

than Very Satisfied with the length of service visit. For example, 62 percent of AL clients said

they were Satisfied compared to 33 percent who said they were Very Satisfied with the length of

service visits.

Between 91 and 95 percent of survey respondents said they were Very Satisfied or Satisfied with

the length of service visits (see Appendix B). The highest percentage of these combined

satisfaction responses was expressed by clients of the AL program (95%), followed by those in

NHD (94%), ADA (93%), and CCE (91%).

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For 2012, an average of 93 percent of clients in the four programs combined was Very Satisfied or

Satisfied with the length of service visits compared to an average of 87 percent in 2011, and 89

percent of all clients surveyed in 2010.

Satisfaction With the Time of Day Services Are Provided Clients of the NHD program stated more often that they were Very Satisfied with the time of

day services were provided (50%) compared to 39 percent or less for the other program

participants. With the exception of NHD participants, clients of the other programs were more

likely to say that they were Satisfied than Very Satisfied with the time of day services were

provided. For example, 68 percent of AL clients said they were Satisfied compared to 31 percent

who said they were Very Satisfied with the time of day of service visits. None of the respondents

said they were Very Dissatisfied with this aspect of services.

Between 96 and 99 percent of all respondents said that they were Very Satisfied or Satisfied

with the time of the day services were provided (see Appendix B). The highest proportion of

responses to the combined satisfaction options was reported by AL clients (99%), followed by

NHD (98%), and ADA and CCE clients (96% for both).

For 2012, an average of 97 percent of clients in the four programs combined was Very Satisfied or

Satisfied with the time of day services were provide compared to an average of 95 percent in

2011, and 94 percent of all clients surveyed in 2010.

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Satisfaction With the Days of the Week Services Are Provided Participants of the NHD program reported the highest frequency of being Very Satisfied with

the day(s) of the week services were provided (49%) compared to 38 percent or less for the

other program respondents. With the exception of NHD participants, clients of the other

programs were more likely to say that they were Satisfied than Very Satisfied with the day(s) of

the week services were provided. For example, 68 percent of AL clients said they were satisfied

compared to 30 percent who said they were Very Satisfied with the day(s) of service visits. None

of the clients surveyed were Very Dissatisfied with this aspect of service delivery.

When combining the response options of Very Satisfied and Satisfied, an equal proportion of

AL, CCE, and NHD program participants were satisfied (97%) followed by 96 percent of ADA

clients (see Appendix B).

For 2012, an average of 97 percent of clients in the four programs combined was Very Satisfied

and Satisfied with the day(s) of the week services were provided compared to an average of 93

percent of all clients surveyed in 2011 and 2010.

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Client Satisfaction With Direct Service Workers

Clients expressed high overall satisfaction with different aspects of their direct service workers

across all 11 PSAs. Satisfaction rates with direct service workers ranged from 79 to 100 percent.

Satisfaction With Direct Service Workers’ Knowledge and Skills

Participants of the NHD program reported the highest incidence of being Very Satisfied with

the knowledge and skills of their workers (60%) compared to 50 percent or less for participants

of the other programs. AL clients were more likely to say they were Satisfied than Very Satified

(56% and 38%, respectively).

The combined responses of Very Satisfied and Satisfied on this question resulted in satisfaction

rates ranging from 96 percent for NHD and ADA participants to 94 percent for those in the AL

and CCE programs.

For 2012, an average of 95 percent of clients in the four programs combined was Very Satisfied or

Satisfied with their workers’ knowledge or skills compared to an average of 94 percent in 2011,

and 91 percent of all clients surveyed in 2010.

Client Satisfaction With Direct Service Workers’ Treatment

Clients of the NHD program reported the highest rates of being Very Satisfied with the way

direct service workers treated them (67%) compared to response rates of 60 percent or less for

the other program clients. With the exception of AL clients, program participants were more

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likely to say that they were Very Satisfied than Satisfied with the way their workers treated

them. Forty-four (44) percent of AL respondents said they were Very Satisfied with their direct

service workers’ treatment compared to 52 percent who said they were Satisfied.

The combined responses of Very Satisfied and Satisfied ranged from 98 percent for clients of

both the CCE and ADA programs, to 97 percent for NHD, and 96 percent for AL clients (see

Appendix B).

For 2012, an average of 97 percent of clients in the four programs combined were Very Satisfied

or Satisfied with the way their worker(s) treated them compared to an average of 98 percent in

2011, and 95 percent of all clients surveyed in 2010.

Satisfaction With the Ability to Communicate With Direct Service Workers

Florida’s population is characterized by a mix of ethnic groups speaking different languages. For

this reason, communication between clients and direct service workers of different backgrounds

may be challenging. However, survey findings show that few clients were dissatisfied with their

ability to communicate with workers. Clients of the NHD program reported the highest levels of

being Very Satisfied with communication with their workers (65%) compared to those of other

programs. With the exception of AL clients, program participants were more likely to say that

they were Very Satisfied than Satisfied.

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NHD and ADA program respondents showed a high incidence of being Very Satisfied and

Satisfied combined (97% for each), followed by AL and CCE clients (96% for each, see Appendix

B).

For 2012, an average of 96 percent of clients in the four programs combined was Very Satisfied or

Satisfied with the communication with workers compared to an average of 96 percent in 2011

and 92 percent of all clients surveyed in 2010.

Punctuality of Direct Service Workers Between 94 and 98 percent of respondents

said that their direct service workers arrive

at the scheduled time. The highest response

rate to this question was obtained from

NHD clients (98%), followed by ADA clients

(96%) and those in the CCE and AL

programs (94% for each). One percent or

fewer of the clients said they did not know

when to expect workers.

For 2012, an average of 95 percent of clients

in the four programs combined said that

their worker arrived at the scheduled time

compared to an average of 94 percent in 2011

and 89 percent of all clients surveyed in 2010.

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Continuity of Direct Service Workers

Whether the same direct service worker comes

to assist a program participant may have an

impact on client trust and ease of interaction

with workers. In addition, continuity of

workers may avoid the need for participants to

repeat instructions to workers to explain what

they require. A high proportion of survey

respondents said that they usually have the

same worker come to help – 100 percent of

NHD clients, 95 percent of ADA clients, and 94

percent of CCE clients. In comparison, 79

percent of AL clients reported continuity of

workers.

For 2012, an average of 91 percent of clients in the four programs combined said that they can

usually expect the same worker for assistance compared to an average of 92 percent of all clients

surveyed in 2011 and 2010.

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The Impact of Services on Clients’ Lives

Program participants across PSAs reported high levels of satisfaction with the impact of services

on their needs, quality of life, and ability to stay in their homes, ranging between 94 and 100

percent.

Services Meet Client Needs

A high percentage of program participants,

between 96 and 97 percent, said that services met

their needs.

For 2012, an average of 97 percent of clients in

the four programs combined said that services

met their needs compared to an average of 95

percent of all clients surveyed in 2011 and 2010.

Services Help Maintain or Improve Clients’

Quality of Life Ninety-eight percent of clients participating in the

NHD and ADA programs reported that the services

they receive helped to maintain the quality of their

life, followed by 97 percent of CCE and 95 percent

of AL clients.

For 2012, an average of 97 percent of clients in the

four programs combined said that services helped

maintain or improve their quality of life compared

to an average of 96 percent of all clients surveyed in

2011 and 2010.

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Services Help Clients Stay in Their Homes

One of the main goals of participation in the

programs studied is to enable clients to stay in

their homes or in the least restrictive setting.

This goal seems to be largely achieved for the

clients who participated in the survey: 100

percent of NHD clients, 99 percent of ADA

clients, 98 percent of CCE clients, and 95

percent of AL clients said that services helped

them stay in their homes or least restrictive

setting.

For 2012, an average of 98 percent of clients in

the four programs combined said that services helped them stay in their homes compared to an

average of 99 percent of all clients surveyed in 2011 and 2010.

Summary and Conclusions

In summary, program participants reported high levels of overall satisfaction with the services

they received through the NHD, ADA, AL, and CCE programs and the quality and aspects 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 average satisfaction levels with these service aspects ranging from 91 to 98

percent.

Clients of the AL program reported the lowest levels of satisfaction with the continuity of

workers coming to help them (79%), which was between 15 and 20 percent lower than the

responses collected from clients participating in the other programs. Apart from worker

continuity, satisfaction levels of program participants were similar and differed by less than one

to five percent.

In general, average satisfaction levels of clients surveyed in 2010 through 2012 increased by one

to six percent. While six percent more program participants in 2012 than in 2010 said that their

workers were punctual, the positive evaluation of worker continuity and program impact on

their ability to stay in their homes decreased by one percent across these survey periods.

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18 2012 Client Satisfaction Survey

Appendix A: 2012 Survey Responses by Program Participation

Survey Question

Percent of Responses by Program Average across

programs AL CCE ADA NHD

1. How satisfied are you with how often services are provided?

Very Satisfied 42.4% 45.7% 44.9% 58.1% 47.8%

Satisfied 50.0% 49.0% 50.6% 37.7% 46.8%

Neither Satisfied nor Dissatisfied

2.2% 1.8% 1.8% 0.0% 1.5%

Dissatisfied 3.9% 2.9% 2.6% 1.9% 2.8%

Very Dissatisfied 1.5% 0.6% 0.2% 2.3% 1.1%

2. How satisfied are you with the length of the service visits?

Very Satisfied 33.2% 33.2% 33.6% 45.8% 36.4%

Satisfied 61.6% 57.4% 58.8% 48.1% 56.5%

Neither Satisfied nor Dissatisfied

1.5% 4.3% 3.2% 0.0% 2.3%

Dissatisfied 2.6% 4.6% 4.2% 4.2% 3.9%

Very Dissatisfied 1.1% 0.4% 0.1% 1.9% 0.9%

3. How satisfied are you with the time of day that services are provided?

Very Satisfied 31.3% 39.4% 36.6% 50.2% 39.4%

Satisfied 67.6% 56.6% 59.6% 47.9% 57.9%

Neither Satisfied nor Dissatisfied

0.0% 1.7% 2.1% 0.0% 0.9%

Dissatisfied 1.2% 2.2% 1.6% 1.5% 1.6%

Very Dissatisfied 1.1% 0.4% 0.1% 1.9% 0.9%

4. How satisfied are you with the day(s) of the week services are provided?

Very Satisfied 29.7% 38.2% 37.3% 48.8% 38.5%

Satisfied 67.7% 58.9% 58.6% 48.4% 58.4%

Neither Satisfied nor Dissatisfied

1.1% 1.3% 1.9% 0.0% 1.1%

Dissatisfied 1.1% 1.4% 2.0% 2.3% 1.7%

Very Dissatisfied 0.4% 0.1% 0.2% 0.4% 0.3%

5. Overall, how satisfied are you with the quality of the services you have received?

Very Satisfied 40.5% 53.2% 49.9% 58.9% 50.6%

Satisfied 52.5% 43.1% 45.9% 38.1% 44.9%

Neither Satisfied nor Dissatisfied

3.6% 1.7% 1.9% 0.0% 1.8%

Dissatisfied 2.9% 1.7% 1.7% 1.9% 2.1%

Very Dissatisfied 0.5% 0.2% 0.5% 1.1% 0.6%

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19 2012 Client Satisfaction Survey

Survey Question

Percent of Responses by Program

AL CCE ADA NHD Average across

programs

6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help you?

Very Satisfied 38.3% 49.9% 47.0% 60.0% 48.8%

Satisfied 55.6% 44.5% 48.8% 35.5% 46.1%

Neither Satisfied nor Dissatisfied

2.7% 2.3% 2.1% 0.0% 1.8%

Dissatisfied 2.7% 3.0% 1.7% 3.0% 2.6%

Very Dissatisfied 0.7% 0.3% 0.5% 1.5% 0.7%

7. How satisfied are you with the way your worker(s) treat you?

Very Satisfied 44.0% 59.5% 58.9% 66.5% 57.2%

Satisfied 52.4% 38.3% 39.2% 30.8% 40.2%

Neither Satisfied nor Dissatisfied

1.3% 0.8% 1.1% 0.0% 0.8%

Dissatisfied 1.6% 1.1% 0.5% 1.9% 1.3%

Very Dissatisfied 0.7% 0.2% 0.3% 0.8% 0.5%

8. How satisfied are you with the way you and your worker(s) communicate?

Very Satisfied 42.5% 52.5% 51.5% 65.2% 52.9%

Satisfied 53.6% 43.0% 45.7% 31.8% 43.5%

Neither Satisfied nor Dissatisfied

1.6% 2.6% 1.5% 0.0% 1.4%

Dissatisfied 1.6% 1.8% 1.0% 2.3% 1.7%

Very Dissatisfied 0.7% 0.2% 0.2% 0.8% 0.5%

9. Do(es) your worker(s) usually arrive at the scheduled time?

Yes 93.6% 94.3% 95.6% 98.4% 95.5%

No 5.1% 4.6% 3.2% 1.2% 3.5%

I don't know when to expect them

1.3% 1.1% 1.2% 0.4% 1.0%

10. Can you usually expect the same person (people) to come help?

Yes 79.1% 94.2% 94.9% 99.6% 91.9%

No 20.9% 5.8% 5.1% 0.4% 8.1%

11. Overall, would you say that the services you receive meet your needs?

Yes 97.0% 96.6% 96.9% 95.5% 96.5%

No 3.0% 3.4% 3.1% 4.5% 3.5%

12. Do these services help you to maintain or improve your quality of life?

Yes 94.7% 97.0% 98.2% 97.7% 96.9%

No 5.3% 3.0% 1.8% 2.3% 3.1%

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 95.1% 98.0% 98.5% 99.6% 97.8%

No 4.9% 2.0% 1.5% 0.4% 2.2%

14. Overall, how satisfied are you with the services you receive?

Very Satisfied 45.8% 59.1% 55.0% 60.4% 55.1%

Satisfied 48.1% 37.6% 41.8% 37.7% 41.3%

Neither Satisfied nor Dissatisfied

3.0% 1.8% 1.5% 0.0% 1.6%

Dissatisfied 1.6% 1.4% 1.3% 0.4% 1.2%

Very Dissatisfied 1.4% 0.1% 0.4% 1.5% 0.9%

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20 2012 Client Satisfaction Survey

Appendix B: 2012 Survey Responses by Program Participation, Combined

Satisfaction Categories

Survey Question

Percent of Responses by Program Average across

programs

Number of Responses

AL CCE ADA NHD

1. How satisfied are you with how often services are provided?

Very Satisfied or Satisfied

92.4% 94.7% 95.4% 95.8% 94.6% 2,999

Neither Satisfied nor Dissatisfied

2.2% 1.8% 1.8% 0.0% 1.5% 88

Dissatisfied or Very Dissatisfied

5.4% 3.5% 2.8% 4.2% 3.9% 109

2. How satisfied are you with the length of the service visits?

Very Satisfied or Satisfied

94.8% 90.6% 92.4% 93.8% 92.9% 2,754

Neither Satisfied nor Dissatisfied

1.5% 4.3% 3.2% 0.0% 2.3% 94

Dissatisfied or Very Dissatisfied

3.7% 5.1% 4.4% 6.2% 4.8% 140

3. How satisfied are you with the time of day that services are provided?

Very Satisfied or Satisfied

98.8% 96.0% 96.2% 98.1% 97.3% 2,884

Neither Satisfied nor Dissatisfied

0.0% 1.7% 2.1% 0.0% 0.9% 48

Dissatisfied or Very Dissatisfied

2.3% 2.6% 1.7% 3.5% 2.5% 56

4. How satisfied are you with the day(s) of the week services are provided?

Very Satisfied or Satisfied

97.3% 97.1% 95.9% 97.3% 96.9% 2,892

Neither Satisfied nor Dissatisfied

1.1% 1.3% 1.9% 0.0% 1.1% 44

Dissatisfied or Very Dissatisfied

1.5% 1.5% 2.2% 2.7% 2.0% 59

5. Overall, how satisfied are you with the quality of the services you have received?

Very Satisfied or Satisfied

93.0% 96.3% 95.8% 97.0% 95.5% 3,044

Neither Satisfied nor Dissatisfied

3.6% 1.7% 1.9% 0.0% 1.8% 62

Dissatisfied or Very Dissatisfied

3.4% 1.9% 2.3% 3.0% 2.7% 76

6. How satisfied are you that your worker(s) has (have) the knowledge and skills needed to help you?

Very Satisfied or Satisfied

93.9% 94.4% 95.7% 95.5% 94.9% 3,012

Neither Satisfied nor Dissatisfied

2.7% 2.3% 2.1% 0.0% 1.8% 66

Dissatisfied or Very Dissatisfied

3.4% 3.3% 2.1% 4.5% 3.3% 91

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21 2012 Client Satisfaction Survey

Survey Question

Percent of Responses by Program

AL CCE ADA NHD Average across

programs

Number of Responses

7. How satisfied are you with the way your worker(s) treat you?

Very Satisfied or Satisfied

96.4% 97.8% 98.1% 97.4% 97.4% 3,097

Neither Satisfied nor Dissatisfied

1.3% 0.8% 1.1% 0.0% 0.8% 31

Dissatisfied or Very Dissatisfied

2.2% 1.3% 0.8% 2.6% 1.8% 42

8. How satisfied are you with the way you and your worker(s) communicate?

Very Satisfied or Satisfied

96.1% 95.5% 97.2% 97.0% 96.5% 3,049

Neither Satisfied nor Dissatisfied

1.6% 2.6% 1.5% 0.0% 1.4% 55

Dissatisfied or Very Dissatisfied

2.3% 2.0% 1.2% 3.0% 2.1% 55

9. Do(es) your worker(s) usually arrive at the scheduled time?

Yes 93.6% 94.3% 95.6% 98.4% 95.5% 2,797

No 5.1% 4.6% 3.2% 1.2% 3.5% 106

I don't know when to expect them

1.3% 1.1% 1.2% 0.4% 1.0% 33

10. Can you usually expect the same person (people) to come help?

Yes 79.1% 94.2% 94.9% 99.6% 91.9% 2,776

No 20.9% 5.8% 5.1% 0.4% 8.1% 192

11. Overall, would you say that the services you receive meet your needs?

Yes 97.0% 96.6% 96.9% 95.5% 96.5% 3,068

No 3.0% 3.4% 3.1% 4.5% 3.5% 104

12. Do these services help you to maintain or improve your quality of life?

Yes 94.7% 97.0% 98.2% 97.7% 96.9% 3,063

No 5.3% 3.0% 1.8% 2.3% 3.1% 85

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 95.1% 98.0% 98.5% 99.6% 97.8% 3,057

No 4.9% 2.0% 1.5% 0.4% 2.2% 63

14. Overall, how satisfied are you with the services you receive?

Very Satisfied or Satisfied

94.0% 96.7% 96.8% 98.1% 96.4% 2,982

Neither Satisfied nor Dissatisfied

3.0% 1.8% 1.5% 0.0% 1.6% 52

Dissatisfied or Very Dissatisfied

3.0% 1.5% 1.7% 1.9% 2.0% 57

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22 2012 Client Satisfaction Survey

Appendix C: 201 2 Client Satisfaction Survey

Average percentage of clients of the ADA, AL, CCE, and NHD programs who were Very Satisfied or

Satisfied (questions 1 - 8 and 14) or who answered Yes (questions 9 - 13). Clients receiving these

services were surveyed in 2012.

SERVICES

1. How satisfied are you with how often services are provided? 95% 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? 93% 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? 97% 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? 97% 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? 96% 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? 95%

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? 97%

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? 96%

a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied

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23 2012 Client Satisfaction Survey

9. Do(es)your worker(s) usually arrive at the scheduled time? 95%

a. Yes b. No c. I don’t know when to expect them

10. Can you usually expect the same person (people) to come help? 92%

a. Yes b. No c. Don’t Know (d. Refused) (e. Not Applicable)

SERVICE IMPACT

11. Overall, would you say that the services you receive meet your needs? 97%

a. Yes b. to some extent c. No d. Don’t Know (e. Refused) (f. Not Applicable)

12. Do these services help you to maintain or improve your quality of life? 97%

a. Yes b. to some extent c. No d. Don’t Know (e. Refused) (f. 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: 98%

a. Yes b. to some extent c. No d. Don’t Know (e. Refused) (f. Not Applicable)

14. Overall, how satisfied are you with the services you receive? 96%

a. Very Satisfied b. Satisfied c. Neither Satisfied nor Dissatisfied d. Dissatisfied e. Very Dissatisfied

COMMENTS

15. Is there anything else you would like us to know about the services you receive?