2009 Client and Staff Satisfaction November Survey Results

Client Survey | Staff Survey
See also, May 2009 Survey Results

Client Survey Results

In November 2009, Annas Resources attempted to contact clients and guardians to complete a telephone survey.  Twenty surveys were fully completed, one was partially completed, and two clients declined to participate.  Clients were asked to provide feedback regarding barriers to services, the Crisis Line, support about preparation for service changes, and their overall satisfaction with services.

Clients identified six significant barriers to services. More than 30% of respondents indicated the following to be current challenges for clients:

• Finances (12 respondents, 60%)
• Transportation (11 respondents, 55%)
• Challenges with Social Supports (10 respondents, 50%)
• Reduction of Service Hours (10 respondents, 50%)
• Limited Resource Availability (8 respondents, 40%)
• End of Services (6 respondents, 30%)

The majority of respondents indicated that Annas Resources is helping clients address these barriers to service. Respondents voiced the following additional measures that Annas Resources might do to help address barriers:

• Link clients with additional resources
• QPs be more involved in cases
• Assist clients in accessing alternate transportation methods

Knowledge of Crisis Line:

• 76.2% said they were aware of the Crisis Line

 Prepping for Change:

• 71.4 % Responded "Yes," their QP has helped to prepare them for service changes.

Service Satisfaction Score:

• Average client satisfaction of 2.8 out of 3.
• 14 of the clients reported that they are “Very Satisfied” and 4 reported “Somewhat Satisfied” with the services they receive at Annas Resources.

Overall, clients commended Annas Resources for providing excellent care and support to address barriers to services.

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Staff Survey Results

In November 2009, 15 Annas Resources Community Trainers and QPs completed a written survey evaluating overall job satisfaction and clients’ barriers to service. 

In the survey, staff members were asked to rate their overall job satisfaction. In addition, staff members identified current client challenges. Statistically, the most significant challenges reported were:              

• Finances
• Transportation
• Lack of Available Resources  
• Problems with Social Supports
• Worries about Services Ending
• Worries about Hours Reduced

Staff members were also given the opportunity to provide written responses regarding those issues. Notable responses include the following:

• Finances: All responses stated “Does not impact services.”
• Transportation: “Impacts client appointment attendance” and “Does not impact services.”
• Lack of Available Resources: “Hard to know where to refer clients,” “Makes it more difficult to have quality services,” and “Does not impact services.”
• Problems with Social Supports: “We’re expected to do too much by social supports,” “Clients become too dependent on services. Trainings are helpful for staff to deal with this,” and “Does not impact services.”
• Worries about Services Ending: “Transition to other services,” “More advocacy,” and “Looking for new services, but clients might not qualify.”
• Worries about Hours Being Reduced: “We’re doing the best we can.”

Staff identified barriers match those reported by the clients in another client survey.

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