2012 Consumer Satisfaction Survey Report
2012 Report
Lisa Chester, Quality Management Coordinator
10/18/2012
2012 Consumer Satisfaction Survey Report
Page 1
Table of Contents I. Executive Summary .............................................................................................................................................. 2
II. Introduction ........................................................................................................................................................... 3
III. Survey Design and Methodology .......................................................................................................................... 3
A. Survey Instrument .......................................................................................................................................................................... 3
B. Sampling Design .............................................................................................................................................................................. 5
C. Survey Methodology ...................................................................................................................................................................... 6
D. Survey Administration .................................................................................................................................................................. 7
E. Pre-Survey Activities ..................................................................................................................................................................... 7
F. Data Management and Reporting ............................................................................................................................................ 7
G. Dissemination of Findings ........................................................................................................................................................... 8
IV. Survey Participation .............................................................................................................................................. 9
A. Provider Participation .................................................................................................................................................................. 9
B. Response Rates .............................................................................................................................................................................. 10
C. Demographic Profile .................................................................................................................................................................... 11
V. Results ................................................................................................................................................................. 16
VI. Survey Limitations .............................................................................................................................................. 27
VII. Improvement Opportunities ................................................................................................................................ 27
VIII. Performance Improvement Activities ................................................................................................................. 27
IX. Conclusion .......................................................................................................................................................... 27
Addendum A: 2012 Adult Demographics .................................................................................................................. 28
Addendum B: 2012 Adult Consumer Survey Line Item .............................................................................................. 29
Addendum C: 2012 YSS-F Demographics .................................................................................................................. 31
Addendum E: Adult Benchmarking ............................................................................................................................ 34
Addendum F: YSS-F Benchmarking ........................................................................................................................... 35
Addendum G: Acronym List ....................................................................................................................................... 36
APPENDICES ............................................................................................................................................................. 37
YEAR 2012 ADULT CONSUMER SURVEY (ENGLISH AND SPANISH) YEAR 2012 YOUTH SERVICES SURVEY FOR FAMILIES (ENGLISH AND SPANISH)
2012 Consumer Satisfaction Survey Report
Page 2
I. Executive Summary
Together with Arizona Department of Health Services Division of Behavioral Health Services (ADHS/DBHS), Northern Arizona Regional Behavioral Health Authority (NARBHA) administered the annual survey of Title
TXIX/TXXI consumers receiving behavioral health services in Geographic Service Area (GSA) 1. This year’s survey was administered April 2, 2012 through May 25, 2012.
Two Mental Health Statistics Improvement Program (MHSIP) survey instruments were utilized to assess the level of consumer satisfaction. They were the Adult Consumer Survey and the Youth Services Survey for Families (YSS-F). The surveys were available to consumers in two languages: English and Spanish. The data from these surveys was entered into an SPSS database and forwarded to ADHS/DBHS.
The surveys were administered at the provider agency sites as consumers checked in for their appointment. The consumer was requested to complete the survey prior to their appointment, but was allowed to finalize the
survey after the appointment if needed, or they were provided with an addressed, stamped envelope to mail the completed survey to NARBHA if they did not have time to complete it in the office. A drop box was provided for consumers to drop off their completed surveys. In addition, consumers with home visits were also provided with a survey and an addressed, stamped envelope to mail to NARBHA directly. If the consumer did not have an appointment scheduled during the survey timeframe, or did not show for a scheduled appointment, a non-clinical staff at the provider site conducted the survey by phone. Providers never had access to completed surveys or individual survey results.
Prior to the administration of the 2012 survey, ADHS/DBHS provided NARBHA a list of 517 adult consumer and
528 youth consumer IDs, from the Client Information System (CIS), to encourage in participation of the survey. NARBHA received 356 completed Adult Consumer Surveys out of the 517 Required Sample Surveys (RSS); and 381 completed YSS-F surveys out of the 528 RSS.
The survey questions were scored with a five-point Likert Scale where 1 = Strongly Disagree, 2 = Disagree, 3 =
Neutral, 4 = Agree, and 5 = Strongly Agree. A “Not Applicable” option was available for questions the consumer determined did not apply. In addition, both survey instruments contained open-ended questions to solicit consumer comments.
The 2012 MHSIP Adult Consumer Survey found that consumers’ overall satisfaction decreased slightly from the
2011 Survey. NARBHA identified the following findings:
• Service Accessibility increased .4% to 85.6%
• Service Quality or Appropriateness decreased 1.4% to 91.7%
• Participation in Treatment Planning increased 1.9% to 93.2%
• Outcomes decreased 3.4% to 72.2%
• General Satisfaction decreased 4.3% to 85.6%
• Social Connectedness decreased 2.5% to 78.1%
• Improved Functioning decreased 5.4% to 68.7%. The 2012 MHSIP Youth Services Survey for Families found that consumers’ satisfaction decreased slightly from the 2011 Survey. NARBHA identified the following findings:
• Service Accessibility decreased 4.0% to 89.6%
• Participation in Treatment Planning decreased .9% to 93.3%
• Cultural Sensitivity increased 1.1% to 98.3%
• Satisfaction with Services decreased 4.7% to 85.0%
• Outcomes decreased 3.8% to 64.8%
• Social Connectedness increased 1.4% to 91.6%
• Improved Functioning decreased 2.9% to 68.2%
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Once the results were evaluated for adult and youth populations, the information was provided to NARBHA’s Performance Improvement staff that is responsible for ensuring that the processes being evaluated through this survey are meeting performance expectations.
II. Introduction NARBHA, in collaboration with its providers, administered the statewide consumer survey in the spring of 2012.
As in the past survey cycles, the surveys are primarily based on the Mental Health Statistics Improvement Program (MHSIP)’s recommended Adult Consumer Survey and Youth Services Survey for Families.
The surveys were administered at the provider agency sites as consumers selected in the sample frame checked in for their appointment during the survey window. The survey was completed and submitted in a drop box by the consumer and/or guardian before leaving the office. In addition, consumers with appointments outside of the agency were provided with a survey and self-addressed envelope which were submitted directly to NARBHA.
The survey data was analyzed to determine appropriate improvement activities within NARBHA and its providers. Once all reports submitted by all RBHAs participating in the survey process, an additional report is created by ADHS/DBHS with statewide improvement activities identified.
III. Survey Design and Methodology
A. Survey Instrument Two MHSIP survey instruments were the Adult Consumer Survey and the Youth Service Survey for Families (YSS-F). The adult survey was administered to adult consumers of behavioral health services and the YSS-F was administered to parents/guardians of children receiving behavioral health services.
The MHSIP Adult Consumer Survey measures seven domains: (1) Service Accessibility; (2) Service Quality or Appropriateness (which includes one item concerning cultural sensitivity); (3) Consumer Participation in Treatment Planning; (4) Outcomes; (5) General Satisfaction; (6) Improved Functioning: and (7) Social
Connectedness. In addition, the questionnaire includes a module of questions to determine the impact of services received on the recipient’s involvement with the criminal justice system. All questions are scored using a Likert
Scale of 1 through 5 as follows: 5=Strongly Agree, 4=Agree, 3=Neutral, 2=Disagree, 1=Strongly Disagree. A Not Applicable option was also available if the questions did not apply.
In addition to the state-added question related to cultural sensitivity, two state-added questions initially included in the 2011 Adult survey tool to gather information specific to National CLAS Standards (Culturally and
Linguistically Appropriate Services) were retained this year. The three state-added questions in the Adult survey tool are:
Q37 – In creating my service plan my cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.) Q38 – Services were provided in a language I understood. Q39 – In creating my service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.)
The MHSIP YSS-F focuses on the following seven domain areas: (1) Service Accessibility; (2) Participation in Treatment Planning; (3) Cultural Sensitivity; (4) Satisfaction with Services; (5) Outcomes; (6) Social Connectedness; and (7) Improved Functioning. Additional questions solicit information about the youth’s
criminal justice contact and school attendance. All questions are scored using a Likert Scale of 1 through 5 as follows: 5=Strongly Agree, 4=Agree, 3=Neutral, 2=Disagree, 1=Strongly Disagree. A Not Applicable option was also available if the questions did not apply.
As with the Adult tool, in addition to the state-added question related to cultural sensitivity, two state-added questions included in the 2011 YSS-F tool to gather information specific to National CLAS Standards (Culturally
2012 Consumer Satisfaction Survey Report
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and Linguistically Appropriate Services) were retained this year. The three state-added questions in the YSS-F tool are:
Q29 – In creating my child’s service plan our cultural preferences were included (For example: values, traditions,
beliefs, race, language, etc.)
Q30 – Services were provided in a language my child understood.
Q31 – In creating my child’s service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.)
NARBHA pre-printed the following information on the survey tools prior to distribution to the providers:
• RBHA Name
• Provider Name
• Survey ID
• Provider Facility ID
Providers filled in the following information on the survey tools prior to distribution to the clients:
• Behavioral Health Category
• Entitlement Status (Title XIX or XXI)
• Distribution Method (Home, Clinic, or Phone)
• Client enrollment with DDD
Both survey tools had four main sections: (1) demographic section, (2) MHSIP survey questions, (3) state-added questions, and (4) open-ended qualitative section.
The demographic section provides descriptive information about the consumer’s age, gender, race, ethnicity, and relationship of the person completing the survey to the service recipient.
The second section of the survey contains the MHSIP standardized questions. They serve as benchmark tools to compare consumer perception of behavioral health systems across the nation.
The third section consists of state-added questions to elicit consumer input regarding the inclusion of cultural preferences in the consumer’s treatment planning and to provide information relative to the National CLAS Standards.
The fourth and final section of the survey contains open-ended questions to solicit consumer comments. Two questions were asked of consumers – focusing on identifying what had been the most helpful with their services, and what the consumer believes would improve services. The section entitled other comment is intended to provide consumers with an additional area on the survey to provide open-ended feedback on any issue.
Confidentiality The front page of the survey questionnaire addressed the confidentiality of the responses. Survey results were
aggregated and not presented at an individual consumer level. The providers never had access to completed surveys or individual survey results. Thematic analysis was conducted on written comments.
Non-mandatory (Voluntary) The survey questionnaire likewise informed the respondent that participation in the survey as voluntary; every individual chose to participate or not. It also notified the respondent that non-participation would not affect the
services they were receiving nor receive in the future. Participating in the survey is one way the consumer may help improve the system they use.
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Languages The surveys were available to consumers in English and Spanish languages. Each survey form was printed in English on one side and Spanish on the reverse side. For consumers with limited English proficiency and speak a
language other than Spanish, the provider administering the survey extended their best effort to translate the survey in the consumer’s preferred language by utilizing the Language Line or other translation/interpretation services officially utilized by NARBHA or our providers. The extent of assistance provided in language translation
did not attempt to define what the questions meant.
B. Sampling Design Sample Frame
The sample frame refers to the population eligible to take the survey. This is the pool from which ADHS/DBHS randomly selected the sampled population. ADHS/DBHS created an adult and a youth sample from the CIS database for each GSA. The adult clients were in enrolled in any program: General Mental Health, Substance
Abuse, or Seriously Mentally Ill. Clients turning age 18 between October 2, 2011 and the end of the survey period, May 25, 2012, were filtered out of the sample frame.
The sample frame was composed of:
a. Client must have had an open Episode of Care (EOC) in FY2012;
b. Client must have been Title XIX or Title XXI eligible in FY2012; c. Client must have received a mental health service other than inpatient, transportation, laboratory and/or
radiology services, or crisis; d. The service must have occurred in the previous six (6) months.
Drawing of the Sample
ADHS/DBHS created a random sample and provided NARBHA with a list of 500 adult and 500 youth clients to be surveyed. NARBHA verified each client listed in the adult and youth populations met all the requirements for the sample frame. NARBHA then provided ADHS/DBHS with a list of 66 adult clients and a list of 59 youth clients whose EOC closed before the sample was pulled. ADHS/DBHS provided a replacement list for those clients.
Administering the Survey
ADHS/DBHS provided NARBHA with a list of randomly selected clients. NARBHA duplicated the Survey ID number on the survey tools to be offered to the specific consumer. To protect the confidentiality of the consumer, none of the parties’ privy to this information (DBHS, NARBHA, and Provider) will link the survey responses to consumer.
ADHS/DBHS provided NARBHA with a database to store and analyze the survey results.
NARBHA disseminated the surveys; tracked which consumers completed the survey; tracked why surveys were not completed; entered the survey data into the provided database; and submitted to ADHS/DBHS: the completed paper surveys, the database containing all survey results, the database detailing which consumers completed a
survey and for every consumer that did not complete a survey, the reason the survey was not completed. NARBHA entered data into the two ADHS/DBHS provided databases without altering the database in any way.
The provider agency was responsible for identifying the specific provider location or site from which the
consumer was receiving services during the survey timeframe.
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C. Survey Methodology Distribution Method The primary distribution method was a non-clinical staff at the provider office (i.e., clinic) handing the survey questionnaire to the consumer. As the consumer checked in for their appointment, s/he was provided with a
copy of the survey questionnaire to complete. If the consumer agreed to participate, s/he was requested to complete the survey prior to his/her appointment. If the consumer was unable to complete the questionnaire, s/he was allowed to finish it on site after the appointment or was provided with an addressed, stamped envelope
to mail the survey to NARBHA if they did not have time to complete it in the office. A drop box was provided on site for completed surveys. Additionally, a specific area at the provider office was designated for completing the survey.
If the individual randomly selected had a scheduled appointment at home during the survey window, the provider staff brought the survey questionnaire to the appointment date. If the consumer agreed to participate, s/he was advised to complete the survey after the staff left and to mail the completed questionnaire to NARBHA using the
pre-addressed, stamped envelope provided with the survey.
If the individual did not have an appointment during the survey window, a non-clinical staff at the provider site contacted the consumer by phone to ask for their participation in the survey, offering a return envelope for the
completed survey to be mailed. All return envelopes provided as a means for the consumer to submit their completed surveys were addressed to NARBHA.
A check box questionnaire was used to track the distribution method. The adult survey was administered to the adult consumer. If the individual requested assistance, a guardian completed the questionnaire on the
consumer’s behalf. The YSS-F was administered to the parent/guardian of the child receiving services. If the parent or guardian was not at the appointment, then the survey was not provided.
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List of Survey Clients
ADHS/DBHS provided NARBHA with a list of survey consumers to track those who completed a survey or the reason they did not complete a survey. The list of survey consumers contained fields for:
• RBHA ID
• Contractor ID
• Survey ID
• AHCCCS ID
• Last Name
• First Name
• Date of Birth
• Sex
• Survey Offered Date
• Survey Completed Date
• Reason Not Completed
• Provider ID
• Client contact phone number
NARBHA submitted lists of survey clients to ADHS/DBHS periodically throughout the survey administration period to keep ADHS/DBHS informed regarding the status of response rates and reasons for non-participation of sampled consumers.
Since the documents contained protected health information, they were treated as a confidential document.
Post-administration Follow-up At the end of the administration period, NARBHA provided ADHS/DBHS with the completed list of survey consumers indicating which consumer completed the survey and which did not, with the reasons and a contact phone number for those who did not participate. At that point, NARBHA deleted the list of survey consumers. NARBHA submitted the completed paper surveys, retaining copies for reference, and databases containing survey
results by July 27, 2012.
D. Survey Administration Survey Timeframe
The survey was administered for a period of eight weeks: April 2, 2012 through May 25, 2012.
Roles and Responsibilities ADHS/DBHS was responsible for the statewide oversight of the survey administration to ensure consistent implementation of the survey protocol. The protocol, client sample, survey instruments, and survey results database were created by ADHS/DBHS. ADHS/DBHS provided technical assistance throughout the survey process. Periodic monitoring, training, and use of checklist were utilized to guide NARBHA on critical points in the process.
NARBHAs primary responsibility was ensuring that the protocol was precisely followed within our geographic region. Direct oversight and assistance was provided to our providers. NARBHA ensured that the providers were
appropriately trained and prepared to administer the survey. NARBHA entered data into the two ADHS/DBHS provided databases but did not alter the databases in any way including creating tables, changing the names of tables or fields, or creating a different value-coding scheme.
Each provider agency was primarily responsible for each of its sites in which the survey was to be administered.
Each site maintained all necessary materials for survey administration. At each site, a drop box and a designated area was provided for consumers to complete the survey. Providers were also responsible for the day-to-day
operations – including having the survey tools, materials for completing the survey (pens, pencils, clipboards), envelopes for return of the survey if needed, assigned resources for administration and collection of data for the survey.
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Non-Randomly Selected Consumers (Walk-in Requests)
ADHS/DBHS did not require NARBHA to extend survey participation efforts beyond the randomly selected populations but at the individual discretion of NARBHA, we furnished our provider agencies with survey forms to give consumers who expressed a desire to participate in the survey but whose names did not appear on the lists of survey consumers (i.e., the consumer was not randomly selected). However, to maintain the scientific rigor of the protocol, the survey questionnaire completed by this group of respondents was tracked separately by NARBHA. The names of individuals who belong to this group were not added to the survey client list. This group was tracked in another way described in the succeeding paragraph.
NARBHA elected to collect responses from non-selected consumers, the same protocol was followed for this group of respondents but the staff administering the survey ensured that these “voluntary” surveys were kept
separate from those on the lists of survey clients (randomly selected consumers). Several control measures were used. First, consumers that were not randomly selected to participate in the survey (i.e., walk-in respondents) were given a copy of the survey questionnaire with the pre-filled section on the questionnaire not completed.
Second, the survey questionnaire that was used for non-randomly selected consumers were color coded on pastel green paper. (Note: Surveys for the random sample were printed on white paper.) NARBHA entered responses
on the voluntary surveys into the same database as the results of the selected respondents, using the correct indicator, “0” for control (selected) respondents and “1” for voluntary (non-selected) respondents.
E. Pre-Survey Activities Notification to Consumers about the Survey
To encourage greater participation, efforts were made to inform consumers in advance about the survey. NARBHA and its providers utilized all or a combination of any of the following media: flyers, posted, website announcements, or other promotional materials. A staff member or members at each provider site was assigned to work on the survey. In addition to daily survey
administrative duties, a component of the staff member’s role included assisting consumers with the survey if necessary. Assistance may have included: reading the survey to individuals unable to read, explaining the Likert
scale used for scoring answers, emphasizing confidentiality of the survey, or ensuring consumers that participation in the survey is voluntary. Staff was allowed to provide administrative assistance to the consumer, or provide encouragement to participate in the survey process. However, staff was not able to explain the
meaning of particular questions or provide interpretations on what particular questions meant.
F. Data Management and Reporting Scoring Protocol The scoring protocol recommended by MHSIP was utilized for evaluating the domain areas within the survey, as follows:
1. Recode ratings of “not applicable” as missing values. 2. For each survey, exclude domains where more than one-third of the domain questions are missing.
3. Calculate the mean of the items for each respondent. 4. Calculate the percent of scores that are greater than 3.5.
Technical Assistance NARBHA provided technical assistance to the providers as needed.
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Response Rate Calculation
The rate was calculated for the adult and youth population using the formula:
Response rate = A/B Where:
A=Total number of surveys returned B=Total number of clients in sample that were contacted and asked to participate in the survey Weighting Methodology The statewide data was weighted by GSA client population for the stratified sample collection. Weights were applied to the survey data prior to any statewide data analysis.
G. Dissemination of Findings The following methods have been identified to circulate findings:
• Reporting of survey results in management meetings – Leadership Committee and Quality Management Committee.
• Distributing survey results to provider sites
• Publishing results of the survey on NARBHA and provider websites.
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IV. Survey Participation
A. Provider Participation The figures below demonstrate the percent of sample surveys offered and submitted by NARBHA providers.
Fig. 1a.
Fig. 1b.
52 13 18131
40
49
39
83
42551
9
18 121
27
46
3648
356
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CCCRSS=61
EHSRSS=15
LCBHCRSS=21
MMHCRSS=145
SBHSRSS=59
TGCRSS=58
VVGCRSS=65
WYGCRSS=93
NARBHARSS=517
# o
f R
SS
off
ere
d a
nd
su
bm
itte
d/
To
tal
RS
S
2012 Consumer Satisfaction Survey% of Adult Required Sample Surveys (RSS) Offered and Submitted
RSS Surveys Offered RSS Surveys Submitted
57 19
9
18
150
13
54
36
113 46950
19
7
18143
8
50
36
50
381
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CCCRSS=57
CFSSRSS=19
EHSRSS=10
LCBHCRSS=22
MMHCRSS=165
SBHSRSS=17
TGCRSS=59
VVGCRSS=49
WYGCRSS=130
NARBHARSS=528
# o
f R
SS
Off
ere
d a
nd
Su
bm
itte
d/
To
tal
RS
S
2012 Consumer Satisfaction Survey% of Youth Required Sample Surveys (RSS) Offered and Submitted
RSS Surveys Offered RSS Surveys Submitted
2012 Consumer Satisfaction Survey Report
Page 10
B. Response Rates The figures below demonstrate the response rate of consumers who completed a sample survey.
Fig. 2a.
Fig. 2b.
51of
52
9of
13
18
of18
121of
131
27of
40
46of
49
36
of39
48of
83
356of
425
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CCC EHS LCBHC MMHC SBHS TGC VVGC WYGC NARBHA
# o
f R
SS
Co
mp
lete
d/
# o
f R
SS
Off
er
ed
2012 Consumer Satisfaction SurveyAdult Required Sample Surveys (RSS) Response Rate
50
of57
19of
19
7of
9
18of
18
143
of150
8of
13
50of
54
36of
36
50of
113
381of
469
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
CCC CFSS EHS LCBHC MMHC SBHS TGC VVGC WYGC NARBHA
# o
f R
SS
Co
mp
lete
d/
# o
f R
SS
Off
ere
d
2012 Consumer Satisfaction SurveyYouth Required Sample Surveys (RSS) Response Rate
2012 Consumer Satisfaction Survey Report
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C. Demographic Profile Distribution of Survey Participants by Gender
Fig, 3a. Fig. 3b.
Distribution of Survey Participants by Age Group
Fig. 4a. Fig. 4b.
Distribution of Survey Participants by Race
Fig. 5a. Fig. 5b.
Male, 36.8%
Female, 63.2%
2012 Consumer Satisdaction Survey Adult by Gender
Male, 67.1%
Female, 32.9%
2012 Consumer Satisfaction SurveyYouth by Gender
18-21 yrs, 7.9%
22-30 yrs, 14.1%
31-45 yrs, 34.4%
46-65 yrs, 41.2%
66-75 yrs, 2.1%
75+ yrs, 0.3%
2012 Consumer Satisfaction Survey
Adult by Age Group
0-4 yrs,
0.0%
5-12 yrs, 22.7%
13-17
yrs, 77.3%
2012 Consumer Satisfaction Survey
Youth by Age Group
White, 89.6%
African American,
1.2%
Asian, 0.3%
American Indian/
Alaska Native, 4.6% Native
Hawaiian/
Pacific Islander,
0.3%Multi-Race,
4.0%
2012 Consumer Satisfaction Survey
Adult by Race
White, 89.0%
African American,
2.3%Asian, 0.0%
American Indian/
Alaska Native, 2.6%
Native Hawaiian/
Pacific Islander,
0.9%Multi-Race,
5.2%
2012 Consumer Satisfaction Survey
Youth by Race
2012 Consumer Satisfaction Survey Report
Page 12
Distribution of Survey Participants by Ethnicity
Fig. 6a. Fig. 6b.
Distribution of Survey Participants by Length of Service
Fig. 7a. Fig. 7b.
Distribution of Survey Participants by DDD Enrollment
Fig. 8a. Fig. 8b.
Hispanic or Latino,
14.1%
Not Hispanic
or Latino, 85.9%
2012 Consumer Satisfaction Survey Adult by Ethnicity
Hispanic or Latino,
17.2%
Not Hispanic or Latino,
82.8%
2012 Consumer Satisfaction Survey
Youth by Ethnicity
0-6 months,
1.7% 7-11 months,
4.3%
1-2 years, 11.0%
3-5 years, 16.8%
More than 5 years,
66.2%
2012 Consumer Satisfaction SurveyAdult by Length of Services
0-6 months,
4.3%7-11
months,
7.0%
1-2 years, 17.6%
3-5 years, 17.8%
More than 5 years,
53.2%
2012 Consumer Satisfaction Survey
Youth by Length of Services
Client enrolled,
7.7%
Client not enrolled,
92.3%
2012 Consumer Satisfaction Survey
Adult by DDD Enrollment
Client enrolled,
13.4%
Client not enrolled,
86.6%
2012 Consumer Satisfaction SurveyYouth by DDD Enrollment
2012 Consumer Satisfaction Survey Report
Page 13
Distribution of Survey Participants by Entitlement Status
Fig. 9a. Fig. 9b.
Distribution of Survey Participants by Program
Fig. 10
Distribution of Survey Participants by Child & Fami ly Team
Fig. 11
TXIX, 98.8% TXXI,
1.2%
2012 Consumer Satisfaction SurveyAdult by Entitlement Status
TXIX, 98.1%
TXXI, 1.9%
2012 Consumer Satisfaction SurveyYouth by Entitlement Status
SMI, 56.7%
Non-SMI, 43.3%
2012 Consumer Satisfaction SurveyAdult by Program
Yes, 83.1%
No, 16.9%
2012 Consumer Satisfaction Survey
Youth by Child & Family Team
2012 Consumer Satisfaction Survey Report
Page 14
Distribution of Survey Participants by Tool Version
Fig. 12a. Fig. 12b.
Distribution of Survey Participants by Relationship to Member
Fig. 13a. Fig. 13b.
Distribution of Survey Participants by Survey Location
Fig. 14a. Fig. 14b.
English, 100.0%
Spanish, 0.0%
2012 Consumer Satisfaction Survey
Adult by Survey Tool Version
English, 98.7%
Spanish, 1.3%
2012 Consumer Satisfaction Survey
Youth by Survey Tool Version
Parent/ Guardian
(20), 52.6%
Relative (0), 0.0%
Friend (2), 5.3%
Other (16),
42.1%
2012 Consumer Satisfaction SurveyAdult by Relationship to Member
Parent/ Guardian
(321), 88.4%
Relative (20), 5.5%
Friend (2), 0.6%Other
(20), 5.5%
2012 Consumer Satisfaction SurveyYouth by Relationship to Member
Home, 18.1%
Clinic, 66.1%
Phone, 15.9%
2012 Consumer Satisfaction Survey
Adult by Survey Location
Home, 17.4%
Clinic, 61.5%
Phone, 21.1%
2012 Consumer Satisfaction Survey
Youth by Survey Location
2012 Consumer Satisfaction Survey Report
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Distribution of Survey Participants by “I am the person receiving services”
Fig. 15
Yes (327), 93.4%
No (23), 6.6%
2012 Consumer Satisfaction Survey
Adult by "I am the person receiving services"
2012 Consumer Satisfaction Survey Report
Page 16
V. Results
This section discusses in detail the NARBHA results with descriptive statistics and thematic analysis.
Tab. 1
Adult Satisfactory Response by Domain, 2009-2012
Adult Domains 2009 2010 2011 2012
Service Accessibility 78.9% 82.5% 85.2% 85.6%
Service Quality or Appropriateness 87.3% 89.7% 93.1% 91.7%
Participation in Treatment Planning 80.6% 91.8% 91.3% 93.2%
Outcomes 63.8% 71.7% 75.6% 72.2%
General Satisfaction 84.5% 88.3% 89.9% 85.6%
Social Connectedness 67.8% 78.2% 80.6% 78.1%
Improved Functioning 63.1% 70.8% 74.1% 68.7%
Fig. 16
Overall, the adults surveyed are satisfied with the services they received in the previous six months.
NARBHA met the Minimum Performance Standard for five of the seven adult domains: Service Accessibility scored 85.6% with a MPS of 85%, Service Quality or Appropriateness, scored 91.7% with a MPS of 85%, Participation in Treatment Planning scored 93.2% with a MPS of 88%, Outcomes scored 72.2% with a MPS of 70%, and General Satisfaction scored 85.6% with a MPS of 85%. The domains that did not meet the MPS were: Social Connectedness, scoring 78.1% with a MPS of 85%, and Improved Functioning, scoring 68.7% with a MPS of 85%. Although the majority of domains met the individual domain MPS, the level of satisfaction for adults has decreased slightly 1.4 to 5.4%.
78
.9%
87
.3%
80
.6%
63
.8%
84
.5%
67
.8%
63
.1%
82
.5%
89
.7%
91
.8%
71
.7% 8
8.3
%
78
.2%
70
.8%8
5.2
%
93
.1%
91
.3%
75
.6% 8
9.9
%
80
.6%
74
.1%85
.6%
91
.7%
93
.2%
72
.2% 8
5.6
%
78
.1%
68
.7%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Se
rvic
eA
cce
ssi
bil
ity
Se
rvic
e Q
ua
lity
or
Ap
pr
op
ria
ten
ess
Pa
rtic
ipa
tio
nin
Tre
atm
en
tP
lan
nin
g
Ou
tco
me
s
Ge
ne
ral
Sa
tisf
act
ion
So
cia
lC
on
ne
cte
dn
ess
Imp
rov
ed
Fu
nct
ion
ing
% o
f S
ati
sfa
cti
on
2012 Consumer Satisfaction SurveyAdult Domains 2009-2012
2009 2010 2011 2012
2012 Consumer Satisfaction Survey Report
Page 17
Tab. 2
YSS-F Satisfactory Response by Domain, 2009-2012
YSS-F Domains 2009 2010 2011 2012
Service Accessibility 78.9% 89.7% 93.6% 89.6%
Participation in Treatment Planning 93.0% 93.4% 94.2% 93.3%
Cultural Sensitivity 92.2% 96.2% 97.2% 98.3%
Satisfaction with Services 83.2% 89.7% 89.7% 85.0%
Outcomes 64.7% 70.4% 68.6% 64.8%
Social Connectedness 86.6% 90.6% 90.2% 91.6%
Improved Functioning 66.1% 73.3% 71.1% 68.2%
Fig.17
Overall, the families with children receiving behavioral health services surveyed are satisfied with the services
their child received in the previous six months.
NARBHA met the Minimum Performance Standard for five of the seven adult domains: Service Accessibility scored 89.6% with a MPS of 85%, Participation in Treatment Planning scored 93.3% with a MPS of 88%, Cultural
Sensitivity scored 98.3% with a MPS of 88%, Satisfaction with Services scored 85.0% with a MPS of 85%, and Social Connectedness scored 91.6% with a MPS of 85%. The domains that did not meet the MPS were: Outcomes, scoring 64.8% with a MPS of 70%, and Improved Functioning, scoring 68.2% with a MPS of 85%. Although the
majority of domains met the individual domain MPS, the level of satisfaction for families with children receiving behavioral health services has decreased slightly 0.9 to 4.7%.
78
.9% 9
3.0
%
92
.2%
83
.2%
64
.7%
86
.6%
66
.1%
89
.7%
93
.4%
96
.2%
89
.7%
70
.4%
90
.6%
73
.3%
93
.6%
94
.2%
97
.2%
89
.7%
68
.6%
90
.2%
71
.1%
89
.6%
93
.3%
98
.3%
85
.0%
64
.8%
91
.6%
68
.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Se
rvic
eA
cce
ssi
bil
ity
Pa
rtic
ipa
tio
nin
Tre
atm
en
tP
lan
nin
g
Cu
ltu
ral
Se
nsi
tiv
ity
Sa
tis
fact
ion
wit
h S
erv
ice
s
Ou
tco
me
s
So
cia
lC
on
ne
cte
dn
ess
Imp
rov
ed
Fu
nct
ion
ing
% o
f S
ati
sfa
cti
on
2012 Consumer Satisfaction SurveyYSS-F Domains 2009-2012
2009 2010 2011 2012
2012 Consumer Satisfaction Survey Report
Page 18
Satisfaction by Gender
Fig. 18a.
Fig. 18b.
86
.6%
90
.4%
93
.5%
70
.1%
84
.4%
75
.6%
69
.5%
83
.7% 9
3.8
%
92
.8%
75
.6%
87
.5%
82
.3%
67
.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Qualityor
Appropriateness
Participation inTreatment
Planning
Outcomes GeneralSatisfaction
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyAdult Satisfaction by Gender
Female Male
86
.0%
89
.3% 9
9.2
%
87
.8%
66
.4%
90
.1%
72
.1%
91
.4%
95
.2%
97
.9%
83
.5%
64
.2%
92
.3%
66
.5%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Qualityor
Appropriateness
Participation inTreatment
Planning
Outcomes Satisfactionwith
Services
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Gender
Female Male
2012 Consumer Satisfaction Survey Report
Page 19
Satisfaction by Age Group
Fig. 19a.
Fig. 19b.
10
0.0
%
10
0.0
%
10
0.0
%
96
.0%
10
0.0
%
92
.0%
91
.7%
70
.8% 7
9.2
% 87
.2%
90
.4%
68
.1%
70
.2%
59
.6%
83
.5% 90
.4%
88
.7%
71
.1%
84
.3%
75
.0%
68
.8%
88
.3% 94
.9%
97
.7%
71
.8%
92
.0%
79
.7%
66
.9%
10
0.0
%
10
0.0
%
10
0.0
%
10
0.0
%
85
.7%
85
.7%
85
.7%
n/
a
n/
a
n/
a
n/
a
n/
a
n/
a
n/
a
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Quality orAppropriateness
Participation inTreatment
Planning
Outcomes GeneralSatisfaction
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyAdult Satisfaction by Age Group
18-21 years 22-30 years 31-45 years 46-65 years 66-75 years 75+ years
n/
a
n/
a
n/
a
n/
a
n/
a
n/
a
n/
a
92
.9%
10
0.0
%
10
0.0
%
90
.5%
67
.9%
92
.9%
69
.0%
88
.7%
91
.3%
97
.8%
83
.4%
63
.9%
91
.2%
67
.9%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Quality orAppropriateness
Participation inTreatment
Planning
Outcomes Satisfactionwith
Services
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Age Group
0 -4 years 5 -12 years 13 - 18 years
2012 Consumer Satisfaction Survey Report
Page 20
Satisfaction by Race
Fig. 20a.
Fig. 20b.
91
.7%
94
.8%
99
.0%
85
.3%
66
.3%
92
.4%
68
.8%
87
.5%
10
0.0
%
10
0.0
%
10
0.0
%
87
.5%
10
0.0
%
87
.5%
n/
a
n/
a
n/
a
n/
a
n/
a
n/
a
n/
a
55
.6%
66
.7%
77
.8%
55
.6%
44
.4%
10
0.0
%
55
.6%
10
0.0
%
10
0.0
%
10
0.0
%
10
0.0
%
66
.7%
33
.3%
66
.7%
82
.4%
83
.3%
10
0.0
%
77
.8%
55
.6%
83
.3%
61
.1%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service
Accessibility
Service Quality or
Appropriateness
Participation in
TreatmentPlanning
Outcomes Satisfaction
withServices
Social
Connectedness
Improved
Functioning
2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Race
White African American Asian
American Indian/ Alaska Native Native Hawaiian/ Pacific Islander Multi-Race
86
.5% 92
.4%
93
.7%
73
.1%
87
.2%
78
.3%
68
.2%75
.0%
75
.0%
10
0.0
%
50
.0%
50
.0%
75
.0%
50
.0%
10
0.0
%
10
0.0
%
10
0.0
%
10
0.0
%
10
0.0
%
10
0.0
%
10
0.0
%
85
.7% 9
2.9
%
10
0.0
%
91
.7%
92
.9%
92
.9%
84
.6%
10
0.0
%
10
0.0
%
10
0.0
%
0.0
%
0.0
%
10
0.0
%
0.0
%
69
.2%
94
.6%
92
.3%
81
.9%
76
.9%
91
.7%
83
.3%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service
Accessibility
Service Quality or
Appropriateness
Participation in
Treatment
Planning
Outcomes General
Satisfaction
Social
Connectedness
Improved
Functioning
2012 Consumer Satisfaction SurveyAdult Satisfaction by Race
White African American Asian American Indian/ Alaska Native Native Hawaiian/ Pacific Islander Multi-Race
2012 Consumer Satisfaction Survey Report
Page 21
Satisfaction by Ethnicity
Fig. 21a.
Fig. 21b.
86
.7%
93
.3%
84
.1%
72
.7% 8
4.1
% 95
.6%
65
.9%
85
.5%
91
.8%
86
.2%
71
.5%
86
.2%
93
.2%
68
.9%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Quality orAppropriateness
Participation inTreatment
Planning
Outcomes GeneralSatisfaction
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyAdult Satisfaction by Ethnicity
Hispanic or Latino Not Hispanic or Latino
91
.5%
96
.6%
98
.3%
91
.7%
58
.6%
91
.4%
66
.7%
89
.7%
92
.7%
98
.5%
82
.9%
65
.4%
91
.6%
68
.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service
Accessibility
Service Quality or
Appropriateness
Participation in
TreatmentPlanning
Outcomes Satisfaction
withServices
Social
Connectedness
Improved
Functioning
2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Ethnicity
Hispanic or Latino Not Hispanic or Latino
2012 Consumer Satisfaction Survey Report
Page 22
Satisfaction by Length of Stay
Fig. 22a.
Fig. 22b.
10
0.0
%
83
.3%
80
.0%
66
.7%
10
0.0
%
66
.7%
66
.7%
86
.7%
10
0.0
%
10
0.0
%
86
.7%
10
0.0
%
84
.6%
80
.0%
94
.6%
94
.6%
94
.6%
78
.4%
83
.8%
80
.0%
80
.6%
85
.7% 9
3.0
%
92
.6%
69
.1%
87
.5%
83
.9%
64
.8%
83
.2% 9
0.3
%
92
.8%
71
.1%
84
.1%
76
.0%
67
.0%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service
Accessibility
Service Quality or
Appropriateness
Participation in
Treatment
Planning
Outcomes General
Satisfaction
Social
Connectedness
Improved
Functioning
2012 Consumer Satisfaction SurveyAdult Satisfaction by Length of Stay
0-6 months 7-11 months 1-2 years 3-5 years More than 5 years
93
.8%
86
.7%
10
0.0
%
10
0.0
%
46
.7%
87
.5%
60
.0%
79
.2%
92
.0%
96
.0%
88
.0%
53
.8%
87
.5%
57
.7%
93
.8%
96
.9%
96
.7%
87
.7%
72
.3%
96
.8%
72
.3%
71
.9%
92
.3%
75
.4%
87
.6%
92
.3% 98
.4%
81
.1%
62
.4%
90
.3%
66
.2%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Service
Accessibility
Service Quality or
Appropriateness
Participation in
TreatmentPlanning
Outcomes Satisfaction
withServices
Social
Connectedness
Improved
Functioning
2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Length of Stay
0-6 months 7-11 months 1-2 years 3-5 years More than 5 years
2012 Consumer Satisfaction Survey Report
Page 23
Satisfaction by Program Fig. 23
Satisfaction by Child & Family Team Fig. 24
86
.1%
93
.7%
92
.9%
73
.4%
87
.4%
83
.5%
69
.1%
84
.5%
89
.7%
93
.7%
70
.4%
84
.0%
73
.7%
67
.5%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Quality orAppropriateness
Participation inTreatment
Planning
Outcomes GeneralSatisfaction
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyAdult Satisfaction by Program
Non-SMI SMI
89
.2%
95
.0%
98
.3%
84
.6%
65
.4%
94
.3%
69
.0%
93
.2%
85
.0%
98
.3%
83
.6%
62
.3%
76
.7%
65
.6%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
ServiceAccessibility
Service Quality orAppropriateness
Participation inTreatmentPlanning
Outcomes Satisfactionwith
Services
SocialConnectedness
ImprovedFunctioning
2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Child & Family Team
Yes No
2012 Consumer Satisfaction Survey Report
Page 24
Criminal Justice Domain by Gender
Fig. 25a. Fig. 25b.
Criminal Justice Domain by Age Group
Fig. 26a. Fig. 26b.
Criminal Justice Domain by Race Fig. 27a. Fig. 27b.
47.7% 52.3%
35.3%
64.7%
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyAdult Criminal Justice by Gender
Female Male
36.0%
64.0%
32.4%
67.6%
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Gender
Female Male
66
.7%
33
.3%
56
.3%
43
.8%
41
.7%
59
.3%
29
.2%
70
.9%
n/
a
n/
a
n/
a
n/
a
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyAdult Criminal Justice by Age Group
18-21 years 22-30 years 31-45 years 46-65 years 66-75 years 75+ years
n/
a
n/
a
33
.3%
66
.7%
33
.3%
66
.7%
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Age Group
0 -4 years 5 -12 years 13 – 18 years
41
.3%
58
.7%
0.0
%
10
0.0
%
n/
a
n/
a
0.0
%
10
0.0
%
10
0.0
%
0.0
%
66
.7%
33
.3%
0%
20%
40%
60%
80%
100%
Not
Reduced
Police
EncountersReduced
2012 Consumer Satisfaction SurveyAdult Criminal Justice by Race
White African American
Asian American Indian/ Alaska NativeNative Hawaiian/ Pacific Islander Multi-Race
34
.2%
65
.8%
0.0
%
10
0.0
%
n/
a
n/
a
50
.0%
50
.0%
0.0
%
0.0
%
16
.7%
83
.3%
0%
20%
40%
60%
80%
100%
Not
Reduced
Police
EncountersReduced
2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Race
White African American
Asian American Indian/ Alaska NativeNative Hawaiian/ Pacific Islander Multi-Race
2012 Consumer Satisfaction Survey Report
Page 25
Criminal Justice Domain by Ethnicity Fig.28a. Fig. 28b.
Criminal Justice Domain by Length of Services
Fig. 29a. Fig. 29b.
Criminal Justice Domain by Program Criminal Justice Domain by Child & Family Team Fig. 30 Fig. 31
30.0%
70.0%
43.3%56.7%
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyAdult Criminal Justice by Ethnicity
Hispanic or…
30.8%
69.2%
33.3%
66.7%
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Ethnicity
Hispanic or…
n/
a
n/
a
40
.0%
60
.0%
23
.1%
76
.9%
50
.0%
50
.0%
43
.2%
56
.8%
0%
20%
40%
60%
80%
100%
Not
Reduced
Police
EncountersReduced
2012 Consumer Satisfaction SurveyAdult Criminal Justice by Length of Sevices
0-6 months 7-11 months 1-2 years 3-5 years More than 5 years
n/
a
n/
a
25
.0%
75
.0%
21
.1%
78
.9%
20
.0%
80
.0%
43
.1%
56
.9%
0%
20%
40%
60%
80%
100%
Not
Reduced
Police
EncountersReduced
2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Length of Services
0-6 months 7-11 months 1-2 years 3-5 years More than 5 years
40.5%
59.5%
43.6%56.4%
0%
20%
40%
60%
80%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyAdult Criminal Justice by Program
Non-SMI SMI
33.3%
66.7%
27.3%
72.7%
0%
50%
100%
NotReduced
PoliceEncounters
Reduced
2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Child & Family
Team
Yes No
2012 Consumer Satisfaction Survey Report
Page 26
School Attendance Domain by Gender School Attendance by Age Group Fig. 32 Fig. 33
School Attendance Domain by Race School Attendance Domain by Length of Services
Fig. 34 Fig. 35
School Attendance Domain by Ethnicity School Attendance Domain by Child & Family Team Fig. 36 Fig. 37
24.4%
75.6%
49.2% 50.8%
0%
20%
40%
60%
80%
100%
AttendanceNot
Improved
MoreDays inSchool
2012 Consumer Satisfaction SurveyYSS-F School Attendance by Gender
Female Male
n/
a
n/
a
42
.4%
57
.6%
43
.5%
56
.5%
0%
20%
40%
60%
80%
100%
AttendanceNot
Improved
MoreDays inSchool
2012 Consumer Satisfaction SurveyYSS-F School Attendance by Age Group
0 -4 years 5 -12 years 13 – 18 years
42
.5%
57
.5%
0.0
%
10
0.0
%
n/
a
n/
a
75
.0%
25
.0%
n/
a
n/
a
37
.5%
62
.5%
0%
20%
40%
60%
80%
100%
Attendance
NotImproved
More
Days inSchool
2012 Consumer Satisfaction SurveyYSS-F School Attendance by Race
White African American
Asian American Indian/ Alaska NativeNative Hawaiian/ Pacific Islander Multi-Race
28
.6%
71
.4%
36
.4%
63
.6%
38
.7%
61
.3%
32
.3%
67
.7%
51
.1%
48
.9%
0%
20%
40%
60%
80%
100%
Attendance
NotImproved
More
Days inSchool
2012 Consumer Satisfaction SurveyYSS-F School Attendance by Length of
Services
0-6 months 7-11 months 1-2 years 3-5 years More than 5 years
36.8%
63.5%
43.9%56.1%
0%
20%
40%
60%
80%
100%
Attendance
NotImproved
More
Days inSchool
2012 Consumer Satisfaction SurveyYSS-F School Attendance by Ethnicity
Hispanic or Latino Not Hispanic or Latino
36.8%
63.2%
43.9%56.1%
0%
50%
100%
Attendance
Not
Improved
More
Days in
School
2012 Consumer Satisfaction SurveyYSS-F School Attendance by Child & Family
Team
Yes No
2012 Consumer Satisfaction Survey Report
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VI. Survey Limitations During this survey period, NARBHA did not identify any specific limitations, issues, and/or problems while administering the survey.
VII. Improvement Opportunities According to the survey results for 2012, two domains within the Adult population did not meet the Minimum Performance Standard (MPS).
The two domains were:
• Social Connectedness scoring 78.1% with a MPS of 85%
• Improved Functioning scoring 67.7% with a MPS of 85%
In addition, the following Performance Measure Questions did not meet the MPS:
• Symptomatic Improvement (Q28) scoring 61.2% with a MPS of 85%
• Cultural Competency (Q37) scoring 83.0% with a MPS of 88% Within the YSS-F population there were two domains that did not meet the MPS.
The two domains were:
• Outcomes scoring 64.8% with a MPS of 70%
• Improved Functioning scoring 68.2% with a MPS of 85%
VIII. Performance Improvement Activities For each MHSIP Domain and NARBHA Performance Measure Question where NARBHA did not meet the Minimum Performance Standard (MPS), providers who contributed to NARBHA not meeting the MPS will be required to
respond in writing to a Letter of Concern (LOC) with detailed information of what activities they will initiate to improve consumer perception of satisfaction with the domains and performance measure questions. If a contributing provider is currently addressing the domain or performance measure question through an active Corrective Action Plan (CAP), a LOC will not be forwarded requiring additional activities.
NARBHA expects the activities initiated by providers will result in improvement in the satisfaction of behavioral health service consumers in the 2013 Consumer Satisfaction Survey results.
IX. Conclusion For the 2012 Adult Survey, NARBHA identified no significant increases in the percent of satisfaction compared to the 2011 survey results. However, the General Satisfaction domain and the Improved Functioning domain
decreased 4.3% and 5.4% respectively. NARBHA will address these domain decreases in the Letters of Concern to its providers.
For the 2012 Youth Services Survey for Families (YSS-F) NARBHA identified no significant increases in the
percent of satisfaction compared to the 2011 survey results. However, the Outcomes domain and the Satisfaction
with Services domain fell 3.8% and 4.7% respectively. NARBHA will address these domain decreases in the
Letters of Concern to its providers. As per the NARBHA contract with ADHS/DBHS, Consumer Satisfaction with service Outcomes on the Annual
Consumer Survey is a performance incentive; a score of 70% or greater on the Outcomes domain of the Consumer Survey makes up 25% of the incentive awarded to NARBHA. NARBHA recognizes the importance of assisting its
providers in identifying and tracking behavioral health service outcomes to improve consumers overall satisfaction with the services they receive.
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Addendum A: 2012 Adult Demographics Tab. 3
2012 Adult Demographics
Service Accessibility
Service Quality or
Appropriateness
Participation in Treatment
Planning Outcomes
General Satisfaction
Social Connectedness
Improved Functioning
Score* N** Score* N** Score* N** Score* N** Score* N** Score* N** Score* N**
Domain Score 85.6% 347 91.7% 348 93.2% 340 72.2% 338 85.6% 347 78.1% 338 68.7% 339
Gender
Female 86.6% 217 90.4% 219 93.5% 214 70.1% 214 84.4% 218 75.6% 213 69.5% 213
Male 83.7% 129 93.8% 128 92.8% 125 75.6% 123 87.5% 128 82.3% 124 67.2% 125
Age Group
18-21 years 100.0% 26 100.0% 26 100.0% 25 96.0% 25 100.0% 26 92.0% 25 91.7% 24
22-30 years 70.8% 48 79.2% 48 87.2% 47 90.4% 48 68.1% 47 70.2% 47 59.6% 47
31-45 years 83.5% 115 90.4% 115 88.7% 115 71.1% 114 84.3% 115 75.0% 112 68.8% 112
46-65 years 88.3% 137 94.9% 138 97.7% 133 71.8% 131 92.0% 138 79.7% 133 66.9% 136
66-75 years 100.0% 7 100.0% 7 100.0% 7 100.0% 7 85.7% 7 85.7% 7 85.7% 7
75+ years n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0
Race
White 86.5% 289 92.4% 289 93.7% 284 73.1% 283 87.2% 288 78.3% 281 68.2% 283
African American
75.0% 4 75.0% 4 100.0% 4 50.0% 4 50.0% 4 75.0% 4 50.0% 4
Asian 100.0% 1 100.0% 1 100.0% 1 100.0% 1 100.0% 1 100.0% 1 100.0% 1
American Indian/ Alaska Native
85.7% 14 92.9% 14 100.0% 13 91.7% 12 92.9% 14 92.9% 14 84.6% 13
Native Hawaiian/ Pacific Islander
100.0% 1 100.0% 1 100.0% 1 0.0% 1 0.0% 1 100.0% 1 0.0% 1
Multi-Race 69.2% 13 94.6% 13 92.3% 13 81.9% 11 76.9% 13 91.7% 12 83.3% 12
Ethnicity
Hispanic or Latino
86.7% 45 93.3% 45 84.1% 44 72.7% 44 84.1% 44 95.6% 45 65.9% 44
Not Hispanic or Latino
85.5% 269 91.8% 269 86.2% 269 71.5% 263 86.2% 269 93.2% 265 68.9% 264
Length of
Services
0-6 months 100.0% 6 83.3% 6 80.0% 5 66.7% 6 100.0% 6 66.7% 6 66.7% 6
7-11 months 86.7% 15 100.0% 15 100.0% 14 86.7% 15 100.0% 15 84.6% 13 80.0% 15
1-2 years 94.6% 37 94.6% 37 94.6% 37 78.4% 37 83.8% 37 80.0% 35 80.6% 36
3-5 years 85.7% 56 93.0% 57 92.6% 54 69.1% 55 87.5% 56 83.9% 56 64.8% 54
More than 5
years 83.2% 226 90.3% 226 92.8% 223 71.1% 218 84.1% 226 76.0% 221 67.0% 221
Program
Non-SMI 86.1% 144 93.7% 143 92.9% 140 73.4% 139 87.4% 143 83.5% 139 69.1% 139
SMI 84.5% 193 89.7% 195 93.7% 190 70.4% 189 84.0% 194 73.7% 190 67.5% 191
* Score percent based on average scores 3.5 - 5.0
** Number of valid cases (n/a: Data is not analyzed if the number of valid cases is less than 30)
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Addendum B: 2012 Adult Consumer Survey Line Item Tab. 4
2012 Adult Consumer Survey MHSIP Domains/Line Items Score* N**
1. Service Accessibility 85.6% 347
4 The location of services was convenient. 85.0% 339
5 Staff were willing to see me as often as I felt it was necessary. 86.1% 345
6 Staff returned my call is 24 hours. 78.6% 341
7 Services were available at times that were good for me. 86.3% 344
8 I was able to get all the services I thought I needed. 82.9% 344
9 I was able to see a psychiatrist when I wanted to. 67.4% 334
2. Service Quality or Appropriateness 91.7% 348
10 Staff here believe that I can grow, change and recover. 88.3% 341
12 I feel free to complain. 86.7% 345
13 I was given information about my rights. 93.6% 344
14 Staff encouraged me to take responsibility for how I live my life. 88.9% 341
15 Staff helped to understand what side effects I should out for. 82.8% 337
16 Staff respected my wishes about who is and who is not to be given information about my treatment. 92.4% 344
18 Staff were sensitive to my cultural background. 90.3% 330
19 Staff helped me obtain the information I needed so that I could take charge of managing my illness 85.9% 340
20 I was encouraged to use consumer-run programs. 85.8% 331
3. Participation in Treatment Planning 93.2% 340
11 I felt comfortable asking questions about my treatment and medication. 91.6% 347
17 I, not staff, decided my treatment goals. 84.5% 343
4. Outcomes 72.2% 338
21 I deal more effectively with daily problems. 78.3% 345
22 I am better able to control my life. 74.8% 341
23 I am better able to deal with crisis. 73.5% 343
24 I am getting along better with my family. 73.2% 336
25 I do better in social situations. 63.3% 338
26 I do better in school and/or work. 57.3% 246
27 My housing situation has improved. 62.1% 311
28 My symptoms are not bothering me as much. 61.2% 338
5. General Satisfaction 85.6% 347
1 I like the services that I received here. 87.3% 346
2 If I had other choices, I would still get services from this agency. 85.5% 339
3 I would recommend this agency to a friend or family member. 86.8% 341
6. Social Connectedness 78.1% 338
33 I am happy with the friendships I have. 75.1% 338
34 I have people with whom I can do enjoyable things. 76.7% 344
35 I feel I belong in my community. 65.6% 331
36 In a crisis, I would have the support I need from family and friends. 80.2% 339
8. Improved Functioning 68.7% 339
28 My symptoms are not bothering me as much. 61.2% 338
29 I do things that are more meaningful to me. 71.4% 339
30 I am better able to take care of my needs. 72.1% 340
31 I am better able to handle things when they go wrong. 69.5% 341
32 I am better able to do things that I want to do. 75.1% 338
NARBHA Performance Measure Questions
28 My symptoms are not bothering me as much. (Symptomatic Improvement) 61.2% 338
37 In creating my service plan my cultural preferences were included. (Cultural Competency) 83.0% 318
*Score percent based on average scores 3.5 - 5.0
** Number of valid cases (n/a: Data is not analyzed if the number of valid cases is less than 30)
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Discussion Based on the 2012 Adult Consumer Survey results for NARBHA, it was determined that the consumer perception reflects an overall satisfaction with the behavioral health services they received.
NARBHA met the Minimum Performance Standards (MPS) in five of the established Mental Health Statistics Improvement Program (MHSIP) domains for the adult population; Service Accessibility (85.6%), Service Quality or
Appropriateness (91.7%), Participation in Treatment Planning (93.2%), Outcomes (72.2%), and General
Satisfaction (85.6%). The remaining two domains did not meet the MPS; Social Connectedness (78.1%) and Improved Functioning (68.7%). The Participation in Treatment Planning domain indicates the highest respondent satisfaction with a score of 93.2%. The two line items that make up this domain scored as follows:
1. Q11 – “I felt comfortable asking questions about my treatment and medication.” (93.6%)
2. Q17 – “I, not staff, decided my treatment goals.” (84.5%)
The Improved Functioning domain indicates the lowest respondent satisfaction with a score of 68.7%. The five line items that make up this domain scored as follows:
1. Q28 – “My symptoms are not bothering me as much.” (61.2%) 2. Q29 – “I do things that are more meaningful to me.” (71.4%) 3. Q30 – “I am better able to take care of my needs.” (72.1%) 4. Q31 – “I am better able to handle things when they go wrong.” (69.5%) 5. Q32 – “I am better able to do things that I want to do.” (75.1%)
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Addendum C: 2012 YSS-F Demographics Tab. 6
2012 YSS-F
Demographics
Service
Accessibility
Participation
in Treatment Planning
Cultural
Sensitivity
Satisfaction
with Services Outcomes
Social
Connectedness
Improved
Functioning
Score* N** Score* N** Score* N** Score* N** Score* N** Score* N** Score* N**
Domain Score 89.6% 366 93.3% 372 98.3% 359 85.0% 373 64.8% 369 91.6% 369 68.2% 371
Gender
Female 86.0% 121 89.3% 122 99.2% 118 87.8% 123 66.4% 122 90.1% 121 72.1% 122
Male 91.4% 244 95.2% 249 97.9% 240 83.5% 249 64.2% 246 92.3% 247 66.5% 248
Age Group
0 -4 years n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0
5 -12 years 92.9% 84 100.0% 84 100.0% 81 90.5% 84 67.9% 84 92.9% 84 69.0% 84
13 - 18 years 88.7% 282 91.3% 288 97.8% 278 83.4% 289 63.9% 285 91.2% 285 67.9% 287
Race
White 91.7% 301 94.8% 306 99.0% 293 85.3% 306 66.3% 303 92.4% 304 68.8% 304
African American
87.5% 8 100.0% 8 100.0% 8 100.0% 8 87.5% 8 100.0% 7 87.5% 8
Asian n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0
American
Indian/ Alaska Native
55.6% 9 66.7% 9 77.8% 9 55.6% 9 44.4% 9 100.0% 9 55.6% 9
Native Hawaiian/
Pacific Islander
100.0% 3 100.0% 3 100.0% 3 100.0% 3 66.7% 3 33.3% 3 66.7% 3
Multi-Race 82.4% 17 83.3% 18 100.0% 18 77.8% 18 55.6% 18 83.3% 18 61.1% 18
Ethnicity
Hispanic or Latino
91.5% 59 96.6% 59 98.3% 59 91.7% 60 58.6% 58 91.4% 58 66.7% 60
Not Hispanic or Latino
89.7% 281 92.7% 287 98.5% 274 82.9% 287 65.4% 286 91.6% 285 68.2% 286
Length of
Services
0-6 months 93.8% 16 86.7% 15 100.0% 16 100.0% 16 46.7% 15 87.5% 16 60.0% 15
7-11 months 79.2% 24 92.0% 25 96.0% 25 88.0% 25 53.8% 26 87.5% 24 57.7% 26
1-2 years 93.8% 64 96.9% 65 96.7% 61 87.7% 65 72.3% 65 96.8% 63 72.3% 65
3-5 years 93.8% 64 93.9% 66 100.0% 63 87.9% 66 71.9% 64 92.3% 65 75.4% 65
More than 5 years
87.6% 193 92.3% 196 98.4% 189 81.1% 196 62.4% 194 90.3% 196 66.2% 195
CFT
Yes 89.2% 295 95.0% 299 98.3% 287 84.6% 299 65.4% 295 94.3% 296 69.0% 297
No 93.2% 59 85.0% 60 98.3% 59 83.6% 61 62.3% 61 76.7% 60 65.6% 61
* Score percent based on average scores 3.5 - 5.0
** Number of valid cases (n/a: Data is not analyzed if the number of valid cases is less than 30)
2012 Consumer Satisfaction Survey Report
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Addendum D: 2012 YSS-F Line Item Tab. 7
2012 YSS-F Domains/Line Items Score* N**
1. Service Accessibility 89.6% 366
8 The location of services was convenient for us. 88.1% 370
9 Services were available at times that were convenient for us. 85.3% 368
2. Participation in Treatment Planning 93.3% 372
2 I helped to choose my child’s services. 89.7% 369
3 I helped to choose my child’s treatment goals. 91.6% 370
6 I participated in my child’s treatment. 93.5% 369
3. Cultural Sensitivity 98.3% 359
12 Staff treated me with respect. 96.8% 372
13 Staff respected my family’s religious/spiritual beliefs. 92.6% 353
14 Staff spoke with me in a way that I understood. 97.3% 372
15 Staff were sensitive to my cultural/ethnic background. (For Example: values, traditions, beliefs, race, language, etc.)
91.2% 353
4. Satisfaction with Services 85.0% 373
1 Overall, I am satisfied with the services my child received. 84.5% 375
4 The people helping my child stuck with us no matter what. 81.0% 368
5 I felt my child had someone to talk to when he/she was troubled. 83.6% 365
7 The services my child and/or family received were right for us. 83.8% 371
10 My family got the help we wanted for my child. 81.9% 370
11 My family got as much help as we needed for my child. 78.6% 370
5. Outcomes 64.8% 369
16 My child is better at handling daily life. 71.8% 369
17 My child gets along better with family members. 64.8% 366
18 My child gets along better with friends and other people. 69.8% 367
19 My child is doing better in school and/or work. 68.0% 363
20 My child is better able to cope when things go wrong. 61.3% 367
21 I am satisfied with our family life right now. 63.3% 365
22 My child is better able to do things he or she wants to do. 67.5% 369
6. Social Connectedness 91.6% 369
23 I know people who will listen and understand me when I need to talk. 87.7% 368
24 I have people that I am comfortable talking with about my child’s problems. 92.4% 368
25 In a crisis, I would have the support I need from family or friends. 84.8% 369
26 I have people with whom I can do enjoyable things. 87.0% 368
7. Improved Functioning 68.2% 371
16 My child is better at handling daily life. 71.8% 369
17 My child gets along better with family members. 64.8% 366
18 My child gets along better with friends and other people. 69.8% 367
19 My child is doing better in school and/or work. 68.0% 363
20 My child is better able to cope when things go wrong. 61.3% 367
22 My child is better able to do things he or she wants to do. 67.5% 369
NARBHA Performance Measure Questions
29 In creating my child’s service plan our cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.) (Cultural Competency) (MPS=88%)
88.4% 337
* Percent based on average scores 3.5 - 5.0
N = number of valid cases (n/a: Data is not analyzed if the number of valid cases is less than 30)
2012 Consumer Satisfaction Survey Report
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Discussion Based on the 2012 Youth Services Survey for Families (YSS-F) results for NARBHA, it was determined that the consumer perception reflects an overall satisfaction with the behavioral health services they received.
NARBHA met the Minimum Performance Standards (MPS) in five of the established Mental Health Statistics Improvement Program (MHSIP) domains for the adult population; Service Accessibility (89.6%), Participation in
Treatment Planning (93.3%), Cultural Sensitivity (98.3%), Satisfaction with Services (85.0%), and Social
Connectedness (91.6%). The remaining two domains did not meet the MPS; Outcomes (64.8%) and Improved
Functioning (68.2%). The Cultural Sensitivity domain indicates the highest respondent satisfaction with a score of 98.3%. The four line items that make up this domain scored as follows:
1. Q12 –“Staff treated me with respect.” (96.8% 2. Q13 – “Staff respected my family’s religious/spiritual beliefs.” (92.6%) 3. Q14 – “Staff spoke with me in a way that I understood.” (97.3%
4. Q15 – “Staff were sensitive to my cultural/ethnic background. (For Example: values, traditions, beliefs, race, language, etc.) (91.2%
The Outcomes domain indicates the lowest respondent satisfaction with a score of 64.8%. The seven line items that make up this domain scored as follows:
1. Q16 – “My child is better at handling daily life.” (71.8%) 2. Q17 – “My child gets along better with family members.” (64.8%) 3. Q18 – “My child gets along better with friend and other people.” (69.8%) 4. Q19 – “My child is doing better in school and/or work.” (68.0%)
5. Q20 – “My child is better able to cope when things go wrong.” (61.3%) 6. Q21 – “I am satisfied with our family life right now.” (63.3%) 7. Q22 – “My child is better able to do things he or she wants to do.” (67.5%)
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Addendum E: Adult Benchmarking Tab. 8
2007
82.2% 80.3% ↓ 78.9% ↓ 82.5% 85.2% 85.6%
4The location of services was convenient (parking, public transportation,
distance, etc.)86.2% 82.2% ↓ 84.7% 84.4% ↓ 83.3% ↓ 85.0%
5 Staff were willing to see me as often as I felt it was necessary 84.2% 81.2% ↓ 84.1% 85.0% 87.2% 86.1% ↓
6 Staff returned my call is 24 hours 77.9% 76.5% ↓ 79.5% 77.6% ↓ 83.5% 78.6% ↓
7 Services were available at times that were good for me 88.3% 86.8% ↓ 90.2% 86.8% ↓ 88.3% 86.3% ↓
8 I was able to get all the services I thought I needed 80.0% 77.2% ↓ 77.9% 80.1% 81.6% 82.9%
9 I was able to see a psychiatrist when I wanted to 72.4% 70.9% ↓ 64.2% ↓ 68.2% 70.5% 67.4% ↓
89.5% 87.5% ↓ 87.3% ↓ 89.7% 93.1% 91.7% ↓
10 Staff here believe that I can grow, change and recover 84.6% 87.6% 84.8% ↓ 86.5% 91.7% 88.3% ↓
12 I feel free to complain 87.6% 87.1% ↓ 84.7% ↓ 79.4% ↓ 87.5% 86.7% ↓
13 I was given information about my rights. 92.7% 93.8% 94.2% 90.4% ↓ 91.7% 93.6%
14 Staff encouraged me to take responsibility for how I live my life. 89.8% 86.2% ↓ 89.7% 88.3% ↓ 93.3% 88.9% ↓
15 Staff told me what side effects to watch out for. 86.4% 81.8% ↓ 82.2% 79.2% ↓ 86.9% 82.8% ↓
16Staff respected my wishes about who is and who is not to be given
information about my treatment.92.2% 88.6% ↓ 87.7% ↓ 90.9% 91.9% 92.4%
18Staff were sensitive to my cultural background (race, religion, language,
etc.)83.4% 83.3% ↓ 80.8% ↓ 84.9% 88.4% 90.3%
19Staff helped me obtain the information I needed so that I could take
charge of managing my illness87.6% 79.5% ↓ 82.7% 84.0% 89.8% 85.9% ↓
20I was encouraged to use consumer-run programs (support groups, drop-
in centers, crisis phone line, etc.)77.4% 82.4% 82.7% 82.3% ↓ 84.8% 85.8%
82.6% 91.5% 80.6% ↓ 91.8% 91.3% ↓ 93.2%
11 I felt comfortable asking questions about my treatment and medication 91.2% 91.5% 89.8% ↓ 88.5% ↓ 90.2% 91.6%
17 I, not staff, decided my treatment goals 80.7% 79.0% ↓ 80.8% 83.8% 86.6% 84.5% ↓
68.7% 70.8% 63.8% ↓ 71.7% 75.6% 72.2% ↓
21 I deal more effectively with daily problems 78.3% 77.0% ↓ 74.0% ↓ 79.4% 81.4% 78.3% ↓
22 I am better able to control my life 74.3% 74.8% 76.4% 76.3% ↓ 78.0% 74.8% ↓
23 I am better able to deal with crisis 70.2% 74.9% 69.2% ↓ 72.4% 74.3% 73.5% ↓
24 I am getting along better with my family 72.5% 76.0% 69.1% ↓ 74.1% 74.1% 73.2% ↓
25 I do better in social situations 63.0% 68.2% 59.6% ↓ 63.8% 67.7% 63.3%
26 I do better in school and/or work. 58.4% 63.1% 54.3% ↓ 59.1% 63.5% 57.3% ↓
27 My housing situation has improved 61.7% 59.7% ↓ 60.4% 63.7% 62.8% ↓ 62.1% ↓
28 My symptoms are not bothering me as much. 64.5% 63.5% ↓ 56.6% ↓ 66.2% 66.3% 61.2% ↓
87.3% 84.9% ↓ 84.5% ↓ 88.3% 89.9% 85.6% ↓
1 I like the services that I received here. 90.1% 88.1% ↓ 87.5% ↓ 89.8% 91.7% 87.3% ↓
2 If I had other choices, I would still get services from this agency 84.4% 81.4% ↓ 77.6% ↓ 82.6% 85.3% 85.5%
3 I would recommend this agency to a friend or family member. 88.8% 85.2% ↓ 86.4% 88.3% 88.9% 86.8% ↓
65.6% 65.0% ↓ 67.8% 78.2% 80.6% 78.1% ↓
33 I am happy with the friendships I have. 71.7% 73.7% 70.4% ↓ 77.1% 80.4% 75.1% ↓
34 I have people with whom I can do enjoyable things. 72.4% 71.7% ↓ 75.0% 80.8% 77.9% ↓ 76.7% ↓
35 I feel I belong in my community. 55.8% 54.2% ↓ 62.7% 60.3% ↓ 61.9% 65.6%
36 In a crisis, I would have the support I need from family and friends. 73.7% 78.3% 78.3% 79.9% 82.4% 80.2% ↓
65.2% 68.3% 63.1% ↓ 70.8% 74.1% 68.7% ↓
28 My symptoms are not bothering me as much. 64.5% 63.5% ↓ 56.6% ↓ 66.2% 66.3% 61.2% ↓
29 I do things that are more meaningful to me. 67.7% 75.4% 70.5% ↓ 72.4% 73.6% 71.4% ↓
30 I am better able to take care of my needs. 71.3% 75.5% 69.7% ↓ 73.4% 73.3% ↓ 72.1% ↓
31 I am better able to handle things when they go wrong. 68.1% 68.1% 63.1% ↓ 68.6% 71.7% 69.5% ↓
32 I am better able to do things that I want to do. 67.5% 67.0% ↓ 65.6% ↓ 67.6% 71.0% 75.1%
28My symptoms are not bothering me as much. (Symptomatic
Improvement) (MPS=85%)64.5% 63.5% ↓ 56.6% ↓ 66.2% 66.3% 61.2% ↓
37My cultural preferences and race/ethnicity were included in planning
the services I received. (Cultural Competency) (MPS=88%)63.2% 60.3% ↓ 65.5% 63.7% ↓ 84.5% 83.0% ↓
3. Participation in Treatment Planning (MPS=88%)
1. Service Accessibility (MPS=85%)
20122011201020092008
2. Service Quality or Appropriateness (MPS=85%)
↓ = indicates a decline in satisfaction from the previous year
Performance Measure Questions
Adult Consumer Survey MHSIP Domain/Line Items
8. Improved Functioning (MPS=85%)
6. Social Connectedness (MPS=85%)
* The percent is based on average scores 3.5 - 5.0
Red numbers indicate the domains not meeting Minimum Performance Standard
5. General Satisfaction (MPS=85%)
4. Outcomes (MPS=70%)
2012 Consumer Satisfaction Survey Report
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Addendum F: YSS-F Benchmarking Tab. 9
2007
75.1% 81.4% 78.9% ↓ 89.7% 93.6% 89.6% ↓
8 The location of services was convenient for us. 81.2% 88.9% 81.7% ↓ 88.4% 92.7% 88.1% ↓
9 Services were available at times that were convenient for us. 81.2% 84.9% 86.3% 86.7% 90.0% 85.3% ↓
85.7% 87.6% 92.2% 93.4% 94.2% 93.3% ↓
2 I helped to choose my child’s services. 83.6% 82.5% ↓ 87.9% 90.8% 89.6% ↓ 89.7%
3 I helped to choose my child’s treatment goals. 85.6% 88.6% 90.8% 93.0% 93.3% 91.6% ↓
6 I participated in my child’s treatment. 91.2% 91.5% 95.3% 94.4% ↓ 93.8% ↓ 93.5% ↓
92.6% 93.1% 93.0% ↓ 96.2% 97.2% 98.3%
12 Staff treated me with respect. 94.9% 96.2% 94.7% ↓ 95.6% 95.7% 96.8%
13 Staff respected my family’s religious/spiritual beliefs. 87.4% 91.7% 90.8% ↓ 90.1% ↓ 93.2% 92.6% ↓
14 Staff spoke with me in a way that I understood. 96.4% 96.2% 95.7% ↓ 95.9% 97.6% 97.3% ↓
15 Staff were sensitive to my cultural/ethnic background. 86.9% 86.3% ↓ 88.5% 89.7% 92.9% 91.2% ↓
77.4% 83.8% 83.2% ↓ 89.7% 89.7% 85.0% ↓
1 Overall, I am satisfied with the services my child received. 86.6% 88.5% 89.1% 91.7% 87.6% ↓ 84.5% ↓
4 The people helping my child stuck with us no matter what. 83.6% 82.5% ↓ 83.9% 85.6% 85.9% 81.0% ↓
5 I felt my child had someone to talk to when he/she was troubled. 77.8% 83.9% 82.7% ↓ 86.3% 86.8% 83.6% ↓
7 The services my child and/or family received were right for us. 79.8% 84.5% 85.3% 87.8% 88.1% 83.8% ↓
10 My family got the help we wanted for my child. 78.2% 85.5% 84.1% ↓ 87.2% 85.9% ↓ 81.9% ↓
11 My family got as much help as we needed for my child. 71.4% 81.1% 76.3% ↓ 80.9% 80.9% 78.6% ↓
61.8% 71.5% 64.7% ↓ 70.4% 68.6% ↓ 64.8% ↓
16 My child is better at handling daily life. 69.3% 74.6% 71.3% ↓ 76.2% 70.9% ↓ 71.8%
17 My child gets along better with family members. 68.6% 74.8% 67.3% ↓ 71.2% 70.7% ↓ 64.8% ↓
18 My child gets along better with friends and other people. 70.8% 73.4% 72.3% ↓ 74.6% 73.3% ↓ 69.8% ↓
19 My child is doing better in school and/or work. 64.6% 74.4% 68.3% ↓ 70.2% 66.0% ↓ 68.0%
20 My child is better able to cope when things go wrong. 59.3% 67.6% 63.7% ↓ 67.6% 64.0% ↓ 61.3% ↓
21 I am satisfied with our family life right now. 58.2% 65.8% 60.1% ↓ 63.8% 63.4% ↓ 63.3% ↓
22 My child is better able to do things he or she wants to do. 67.3% 73.6% 69.6% ↓ 71.8% 70.0% ↓ 67.5% ↓
34.3% 87.3% 64.7% ↓ 90.6% 90.2% ↓ 91.6%
23 I know people who will listen and understand me when I need to talk. 83.5% 87.7% 71.3% ↓ 88.6% 85.0% ↓ 87.7%
24I have people that I am comfortable talking with about my child’s
problems.84.3% 65.0% ↓ 67.3% 91.6% 90.5% ↓ 92.4%
25 In a crisis, I would have the support I need from family or friends. 79.9% 65.0% ↓ 72.3% 83.3% 86.2% 84.8% ↓
26 I have people with whom I can do enjoyable things. 83.5% 65.0% ↓ 68.3% 86.6% 88.9% 87.0% ↓
28.0% 71.2% 66.1% ↓ 73.3% 71.1% ↓ 68.2% ↓
16 My child is better at handling daily life. 69.3% 74.6% 71.3% ↓ 76.2% 70.9% ↓ 71.8%
17 My child gets along better with family members. 68.6% 74.8% 67.3% ↓ 71.2% 70.7% ↓ 64.8% ↓
18 My child gets along better with friends and other people. 70.8% 73.4% 72.3% ↓ 74.6% 73.3% ↓ 69.8% ↓
19 My child is doing better in school and/or work. 64.6% 74.4% 68.3% ↓ 70.2% 66.0% ↓ 68.0%
20 My child is better able to cope when things go wrong. 59.3% 67.6% 63.7% ↓ 67.6% 64.0% ↓ 61.3% ↓
22 My child is better able to do things he or she wants to do. 67.3% 73.6% 69.6% ↓ 71.8% 70.0% ↓ 67.5% ↓
29
Our family’s cultural preferences and race/ethnicity were included in
planning services that my child/family receives. (Cultural Competency)
(MPS=88%)
66.4% 68.4% 73.8% 71.9% ↓ 88.4% 88.4%
20122011201020092008
Performance Measure Question
YSS-F MHSIP Domains/Line Items
7. Improved Functioning (MPS=85%)
6. Social Connectedness (MPS=85%)
5. Outcomes (MPS=70%)
4. Satisfaction with Services (MPS=85%)
3. Cultural Sensitivity (MPS=88%)
2. Participation in Treatment Planning (MPS=88%)
1. Service Accessibility (MPS=85%)
↓ = indicates a decline in satisfaction from the previous year
Red numbers indicate the domains not meeting Minimum Performance Standard
* The percent is based on average scores 3.5 - 5.0
2012 Consumer Satisfaction Survey Report
Page 36
Addendum G: Acronym List Tab. 10
Acronyms Description
ADHS/DBHS Arizona Department of Health Services Division of Behavioral Health Services
CFT Child and Family Team CIS Client Information System EOC Episode of Care Fig. Figure GMH General Mental Health GSA Geographical Service Area MSHIP Mental Health Statistics Improvement Program NARBHA Northern Arizona Regional Behavioral Health Authority RSS Required Sample Surveys Tab. Table YSS-F Youth Services Survey for Families
THIS SECTION MUST BE COMPLETED BY T/RBHA OR PROVIDER!
Name of Service Agency: ____________________________________________________________________
T/RBHA NAME: _________________________ Facility ID: ______________
Program/Fund Source: SMI Non-SMI (GMH or SA)
Client’s Entitlement Status: TXIX TXXI Survey ID: ________________________
Survey completed at: Home Clinic By Phone Client enrolled in DDD: Yes _____ No _____
YEAR 2012 ADULT CONSUMER SURVEY
Please help us improve our program by completing this survey about the services you have received in the last six months. We are interested in your honest opinion. All responses will be treated as confidential. Any personal information will be excluded in the presentation of the survey results. Your current and/or future services will not be affected if you decide not to participate in this survey. If you have already taken this survey during the months of April or May 2012, you do not need to complete it again. After you have completed the survey, please fold and drop it in the survey box before you leave the office today. Thank you.
Use Pen or Pencil
Please fill in the bubbles completely with your answers to the following questions:
Information about the Person Receiving Services:
Age:
Sex: Male Female Ethnicity: Hispanic or Latino Not Hispanic or Latino Please check all applicable race categories: Race: White Black/African American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander How long have you been receiving mental health and/or substance abuse services? (from any provider)
0 - 6 months 7 - 11 months 1 - 2 years 3 - 5 years more than 5 years
About the Person Completing This Survey:
I am the person directly receiving services. Yes No
If not, please check your relation to the person who is directly receiving services:
Parent/Guardian Friend Relative (Uncle, Aunt, Cousin, Grandparent, etc.) Other
Please continue to answer questions on the next page.
Por favor siéntase libre de usar el espacio proporcionado abajo para comentar sobre cualquiera de sus respuestas. También, si hay áreas que no fueron cubiertas por este cuestionario que usted siente que deberían haber sido incluidas, por favor escríbalas en la sección de comentarios. Gracias por su tiempo y cooperación en completar éste cuestionario.
¿Cuáles han sido algunas cosas más provechosas sobre los servicios que usted recibió durante los 6 meses pasados? ¿Qué mejoraría los servicios qué usted recibe aquí?
Gracias por completar este cuestionario.
Por favor escriba cualquier otro comentario que usted quiera compartir:
PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY
In order to provide the best possible behavioral health services, we need to know what you think about the services you received DURING THE LAST 6 MONTHS, the people who provided it, and the results. St
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1. I like the services that I received here. 2. If I had other choices, I would still get services from this agency. 3. I would recommend this agency to a friend or family member. 4. The location of services was convenient (parking, public transportation, distance, etc.)
5. Staff were willing to see me as often as I felt it was necessary. 6. Staff returned my call in 24 hours. 7. Services were available at times that were good for me. 8. I was able to get all the services I thought I needed. 9. I was able to see a psychiatrist when I wanted to. 10. Staff here believe that I can grow, change and recover. 11. I felt comfortable asking questions about my treatment and medication. 12. I feel free to complain. 13. I was given information about my rights. 14. Staff encouraged me to take responsibility for how I live my life. 15. Staff helped me to understand what side effects I should watch out for. 16. Staff respected my wishes about who is and who is not to be given information about my treatment.
17. I, not staff, decided my treatment goals. 18. Staff were sensitive to my cultural background. (For example: values, traditions, beliefs, race, language, etc.)
19. Staff helped me obtain the information I needed so that I could take charge of managing my illness.
20. I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone line, etc.)
As a direct result of the services I received: 21. I deal more effectively with daily problems. 22. I am better able to control my life. 23. I am better able to deal with crisis. 24. I am getting along better with my family. 25. I do better in social situations. 26. I do better in school and/or work. 27. My housing situation has improved. 28. My symptoms are not bothering me as much. 29. I do things that are more meaningful to me. 30. I am better able to take care of my needs. 31. I am better able to handle things when they go wrong. 32. I am better able to do things that I want to do.
Please continue to answer questions on the next page.
POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE
Para las preguntas 33-36 por favor responda basado en las relaciones con personas diferentes de su proveedor (es) de salud mental. M
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33. Soy feliz con las amistades que tengo. 34. Tengo a personas con quienes puedo hacer cosas agradables. 35. Siento que pertenezco a mi comunidad. 36. En una crisis, yo tendría el apoyo que necesito de familia o amigos. Preguntas adicionales del estado: 37. En la creación de mi plan de servicios, mis preferencias culturales fueron incluidas. (Por ejemplo; mis valores, tradiciones, creencias, raza, lenguaje, etc.).
38. Los servicios me fueron proporcionados en un lenguaje que entendí.
39. En la creación de mi plan de servicios las tradiciones y creencias de mi tribu fueron incluidas (Por ejemplo: me preguntaron si quería participar en sesiones de sanación tradicional). Si usted no participa de las tradiciones tribales, por favor marque la opción "No aplica".
Por favor conteste las siguientes preguntas para hacernos saber cómo se encuentra. 40. ¿Durante cuánto tiempo ha recibido usted servicios de salud mental de éste proveedor?
Menos de un año (menos de 12 meses) (Continué con la pregunta 41)
1 año o más (al menos 12 meses) (Vaya a la pregunta 44)
Si su respuesta es “menos de un año (menos de 12 meses)”, por favor complete las preguntas 41-43. 41. ¿Ha sido usted arrestado desde que comenzó a recibir servicios de salud mental? Sí No
42. ¿Ha sido usted arrestado durante los 12 meses anteriores a esto? Sí No
43. Desde que usted comenzó a recibir servicios de salud mental, ha tenido incidentes con la policía…
han disminuido (por ejemplo, no he sido arrestado, molestado por la policía, enviado por la policía a un refugio o programa de crisis)
han sido igual
han aumentado
no aplicable (yo no he tenido ningún
incidente con la policía durante este año o el año pasado)
Si su respuesta es “1 año o más (al menos 12 meses)”, por favor complete las preguntas 44 - 46. 44. ¿Ha sido arrestado durante los 12 meses pasados? Sí No 45. ¿Ha sido arrestado durante los 12 meses anteriores a esto? Sí No 46. Durante el año pasado, sus incidentes con la policía …
han disminuido (por ejemplo, no he sido arrestado, molestado por policía, enviado por la policía a un refugio o programa de crisis)
han sido igual
han aumentado
no aplicable (yo no he tenido ningún
encuentro con la policía durante este año o el año pasado)
Por favor siga contestando preguntas en la siguiente página.
PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY
For questions 33-36 please answer for relationships with persons other than your mental health provider(s) St
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33. I am happy with the friendships I have. 34. I have people with whom I can do enjoyable things. 35. I feel I belong in my community. 36. In a crisis, I would have the support I need from family or friends.
State-added Questions: 37. In creating my service plan my cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.)
38. Services were provided in a language I understood. 39. In creating my service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.) If you do not participate in tribal customs, please mark Not Applicable.
Please answer the following questions to let us know how you are doing.
40. How long have you received mental health services from this provider?
Less than a year (less than 12 months) (Continue to Question 41)
1 year or more (at least 12 months) (Skip to Question 44)
If you answered “Less than a year (less than 12 months)”, please complete questions 41 - 43.
41. Were you arrested since you began to receive mental health services? Yes No
42. Were you arrested during the 12 months prior to that? Yes No 43. Since you began to receive mental health services, have your encounters with police…
been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program)
stayed the same
increased
not applicable (I had no police encounters this year or last year)
If you answered “1 year or more (at least 12 months)”, please complete questions 44 - 46. 44. Were you arrested during the last 12 months? Yes No 45. Were you arrested during the 12 months prior to that? Yes No 46. Over the last year, have your encounters with police… been reduced (for example, I have
not been arrested, hassled by police, taken by police to a shelter or crisis program)
stayed the same
increased
not applicable (I had no police encounters this year or last year)
Please continue to answer questions on the next page.
POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE
A fin de proporcionar un mejor servicio en los cuidados de salud mental y de abuso de sustancias, tenemos que saber lo que usted piensa sobre los servicios que recibió DURANTE los 6 MESES PASADOS, la gente que lo proporcionó, y los resultados. M
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1. Me gustaron los servicios que recibí aquí. 2. Si yo tuviera otras opciones, yo todavía preferiría los servicios de esta agencia.
3. Yo recomendaría ésta agencia a un miembro de la familia o un amigo. 4. La ubicación de los servicios fue conveniente (estacionamiento, transporte público, distancia, etc.)
5. El personal quiso verme tan a menudo como sentí que era necesario. 6. El personal devolvió mi llamada en 24 horas. 7. Los servicios estaban disponibles a las horas que eran convenientes para mí.
8. Recibí los servicios que pensé que necesitaba. 9. Pude ver a un Psiquiatra cuando así lo solicité. 10. El personal aquí cree que puedo crecer, cambiar y recuperarme. 11. Me sentí cómodo haciendo preguntas acerca de mi tratamiento y medicación.
12. Me siento libre de presentar mis inquietudes sobre los servicios. 13. Me dieron la información sobre mis derechos. 14. El personal me animó a tomar la responsabilidad de como vivo mi vida.
15. El personal me ayudó a entender acerca de los efectos secundarios sobre los que debo estar preparado.
16. El personal respetó mis deseos sobre a quién sí y a quien no deben dar información sobre mi tratamiento.
17. Yo, y no el personal, decidí las metas de mi tratamiento. 18. El personal fue respetuoso de mis raíces culturales/étnicas. (Por ejemplo: mis valores, tradiciones, creencias, raza, lenguaje, etc.).
19. El personal me ayudó a obtener la información que necesité de modo que yo pudiera hacerme cargo de manejar mi enfermedad.
20. Fui animado a usar programas manejados por consumidores (grupos de apoyo, centros de ayuda informal, línea telefónica de crisis, etc.)
Como un resultado directo de los servicios recibí:
21. Manejo de forma más eficaz los problemas diarios. 22. Soy más capaz de controlar mi vida. 23. Soy más capaz de lidiar con las crisis. 24. Me llevo mejor con los miembros de mi familia. 25. Me desenvuelvo mejor en situaciones sociales. 26. Tengo mejor desempeño en la escuela y/o trabajo. 27. Mi situación de vivienda ha mejorado. 28. Los síntomas no me molestan tanto como antes. 29. Hago cosas que son más significativas para mí. 30. Soy más capaz de ocuparme de mis necesidades. 31. Soy más capaz de manejar las cosas o situaciones cuando no van bien. 32. Soy más capaz de hacer cosas que quiero hacer.
Por favor siga contestando preguntas en la siguiente página.
Please feel free to use the space provided below to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please write them in the comments section. Thank you for your time and cooperation in completing this questionnaire.
What have been some of the most helpful things about the services you received over the last 6 months? ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
What would improve the services that you receive here? ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
Thank you for completing this questionnaire.
Please list any other comments you may want to share: ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
¡¡ESTA SECCIÓN DEBE SER COMPLETADA POR LA RBHA O EL PROVEEDOR!!
Nombre de Agencia de Servicio ____________________________________________________
NOMBRE de LA RBHA: ___________________________ ID de la agencia o proveedor: ___________
Fuente de Programa/Fondo: SMI No - SMI (GMH o SA)
El Estado de Elegibilidad del Cliente: TXIX TXXI ID de la encuesta: _________________
Encuesta tomada en: Casa Clínica Por teléfono Cliente inscrito en DDD: Si_____ No_____
ENCUESTA DE SERVICIOS PARA ADULTOS QUE RECIBIERON SERVICIOS DURANTE EL AÑO 2012
Por favor ayúdenos a mejorar nuestro programa completando ésta revisión sobre los servicios que usted ha recibido en los últimos seis meses. Estamos interesados en su opinión honesta. Todas las respuestas serán tratadas como confidenciales. Cualquier información personal será excluida en la presentación de los resultados ésta encuesta. Sus servicios actuales y/o futuros no se verán afectados si usted decide no participar en ésta encuesta. Si usted ha tomado ya ésta encuesta en los meses de abril o mayo de 2012, no tiene que completarla otra vez. Después de que usted haya finalizado, por favor doble la hoja y deposítela en la caja de encuestas, antes de usted salga de la oficina hoy. Gracias.
Use pluma o lápiz Por favor rellene las burbujas completamente con sus respuestas a las siguientes preguntas: Información acerca de la persona que recibe los servicios: Edad: _______ Sexo: Masculino Femenino Pertenencia étnica: Hispano o Latino No Hispano o Latino Por favor compruebe todas las categorías de raza aplicables Raza: Blanco Negro/Africano Americano Asiático Nativo Americano / Nativo de Alaska Nativo de Hawai/Isleño del Pacífico ¿Por cuánto tiempo ha estado recibiendo servicios de salud mental y/o de abuso de sustancias? (de cualquier proveedor )
0 - 6 meses 7 - 11 meses 1 - 2 años 3 - 5 años más de 5 años Sobre la persona que completa ésta encuesta: Soy la persona que directamente recibe servicios: Sí No
Si no, por favor marque la relación con la persona que recibe directamente servicios:
Padre/Guardián Amigo Pariente (Tío, Tía, Primo, Abuelo, etc.) Otro
Por favor siga contestando preguntas en la siguiente página.
THIS SECTION MUST BE COMPLETED BY T/RBHA OR PROVIDER!
Name of Service Agency: ____________________________________________________________________ T/RBHA NAME: ________________________ Facility ID:_______________ Client’s Entitlement Status: TXIX TXXI Survey ID: ____________________________
Survey completed at: Home Clinic By Phone Client enrolled in DDD: Yes ______ No ______
YEAR 2012 YOUTH SERVICES SURVEY FOR FAMILIES
Please help us improve our program by completing this survey about the services you have received in the last six months. We are interested in your honest opinion. All responses will be treated as confidential. Any personal information will be excluded in the presentation of the survey results. Your child and family’s current and/or future services will not be affected if you decide not to participate in this survey. If you have already taken this survey in the months of April or May 2012, then you do not need to complete it again. After you have completed the survey, please fold and drop it in the survey box before you leave the office today. Thank you.
Use Pen or Pencil Please fill in the bubbles completely with your answers to the following questions:
Information about the Person Receiving Services:
Child’s Age:
Child’s Sex: Male Female Child’s Ethnicity: Hispanic or Latino Not Hispanic or Latino Please check all applicable race categories: Child’s Race: White Black/African American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander How long has your child been receiving mental health and/or substance abuse services? (from this provider)
0 - 6 months 7 - 11 months 1 - 2 years 3 - 5 years more than 5 years
Please check your relationship with the child: Parent/Guardian Friend Relative (Uncle, Aunt, Cousin, Grandparent, etc.) Other Does your family have a Child and Family Team? Yes No
Please continue to answer questions on the next page.
Por favor siéntase libre de usar el espacio proporcionado abajo para comentar sobre cualquiera de sus respuestas. También, si hay áreas que no fueron cubiertas por éste cuestionario que usted siente deberían haber sido incluidas, por favor escríbalas en la sección de comentarios. Gracias por su tiempo y cooperación en completar éste cuestionario.
Por favor escriba cualquier otro comentario que usted quiera compartir:
Gracias por completar éste cuestionario.
PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY Please help our agency make services better by answering some questions about the services your child received OVER THE LAST 6 MONTHS. St
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1. Overall, I am satisfied with the services my child received. 2. I helped to choose my child’s services. 3. I helped to choose my child’s treatment goals. 4. The people helping my child stuck with us no matter what. 5. I felt my child had someone to talk to when he/she was troubled. 6 I participated in my child’s treatment. 7. The services my child and/or family received were right for us. 8. The location of services was convenient for us. 9. Services were available at times that were convenient for us. 10. My family got the help we wanted for my child. 11. My family got as much help as we needed for my child. 12. Staff treated me with respect. 13. Staff respected my family’s religious/spiritual beliefs. 14. Staff spoke with me in a way that I understood. 15. Staff were sensitive to my cultural/ethnic background. (For example: values, traditions, beliefs, race, language, etc.)
As a result of the services my child and/or family received: 16. My child is better at handling daily life. 17 My child gets along better with family members. 18. My child gets along better with friends and other people. 19. My child is doing better in school and/or work. 20. My child is better able to cope when things go wrong. 21 I am satisfied with our family life right now. 22. My child is better able to do things he or she wants to do.
As a result of the services my child and/or family received: please answer for relationships with persons other than your mental health provider(s).
23 I know people who will listen and understand me when I need to talk. 24. I have people that I am comfortable talking with about my child’s problems.
25 In a crisis, I would have the support I need from family or friends. 26. I have people with whom I can do enjoyable things. 27. What has been the most helpful thing about the services you and your child received over the last 6 months? ________________________________________________________________________________________________ ________________________________________________________________________________________________ 28. What would improve the services here? _____________________________________________________________ ________________________________________________________________________________________________ ________________________________________________________________________________________________
Please continue to answer questions on the next page.
Por favor siga contestando preguntas en la siguiente página.
POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE 44. Desde que comenzó a recibir servicios, el número de días que mi hijo estuvo en la escuela fue…
mayor
el mismo menos
no se aplica (por favor seleccione por qué éste no se aplica)
el niño no tenía un problema con la asistencia antes de los servicios iniciales
el niño es demasiado joven para estar en la escuela
el niño fue expulsado de la escuela el niño está siendo enseñado en la casa el niño abandonó la escuela Otro 45. ¿Ha sido su hijo arrestado durante los 12 meses pasados? Sí No 46. ¿Estuvo arrestado su hijo durante los 12 meses antes a ésto? Sí No
47. Durante el año pasado, los incidentes de su niño con la policía…
han disminuido (por ejemplo, no ha sido arrestado, molestado por la policía, llevado por la policía a un refugio o programa de crisis)
han sido igual han aumentado no aplicable ( no tuvo ningún encuentro con
policía éste año o el año pasado) 48. ¿Fue expulsado su niño o suspendido de la escuela durante los 12 meses pasados? Sí No
49. ¿Fue expulsado su niño o suspendido de la escuela durante los 12 meses antes de esto? Sí No
50. Durante el año pasado, el número de días mi niño fue a la escuela era…
mayor el mismo menos no se aplica (por favor seleccione por qué
éste no se aplica) El niño no tenía un problema con la asistencia antes de servicios iniciales El niño es demasiado joven para estar en la escuela El niño fue expulsado de la escuela El niño está siendo enseñado en la casa El niño abandonó la escuela
Otro
Por favor siga contestando preguntas en la siguiente página.
PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY
State-added Questions: Stro
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29. In creating my child’s service plan our cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.)
30. Services were provided in a language my child understood. 31. In creating my child’s service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.) If you do not participate in tribal customs, please mark Not Applicable.
Please answer the following questions to let us know how your child is doing. 32. Is your child currently living with you? Yes No 33. Has your child lived in any of the following places in the last 6 months? (CHECK ALL THAT APPLY)
With one or both parents With another family member Foster home Therapeutic foster home Crisis shelter Homeless shelter Group home Residential treatment facility Hospital Local jail or detention facility State correctional facility Runaway/homeless/on the streets Other (describe):________________________________________________________________________________
34. In the last year, did your child see a medical doctor (or nurse) for a health check up or because he/she was sick? (Check one)
Yes, in a clinic or office Yes, but only in a hospital emergency
room No Do not remember
35. Is your child on medication for emotional/behavioral problems? Yes No 36. If yes, did the doctor or nurse tell you and/or your child what side effects to watch for? Yes No
37. Is your child still getting services from this provider? Yes No 38. How long did your child receive services from this provider? Less than 1 month 1-5 Months 6 months to 1 year More than 1 year (skip to Question 45) 39. Was your child arrested since beginning to receive mental health services? Yes No
40. Was your child arrested during the 12 months prior to that? Yes No 41. Since your child began to receive mental health services, have their encounters with the police…
been reduced (for example, they have not been arrested, hassled by the police, taken by police to a shelter or crisis program)
stayed the same increased
not applicable (They had no police encounters this year or last year)
42. Was your child expelled or suspended from school since beginning services? Yes No
43. Was your child expelled or suspended from school during the 12 months prior to that? Yes No
Please continue to answer questions on the next page.
Por favor siga contestando preguntas en la siguiente página.
POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE
Pregunta adicional del estado: Muy
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29. En la creación del plan de servicios de mi hijo, nuestras preferencias culturales fueron incluidas. (Por ejemplo; mis valores, tradiciones, creencias, raza, lenguaje, etc.).
30. Los servicios fueron proporcionados en un lenguaje que mi hijo entendiera. 31. En la creación del plan de servicios de mi hijo nuestras tradiciones y creencias tribales fueron incluidas (Por ejemplo: se nos preguntó si queríamos participar en sesiones de sanación tradicional). Si usted no participa de las tradiciones tribales, por favor marque la opción "No aplica".
Por favor conteste las siguientes preguntas, para informarnos acerca de cómo va su hijo. 32. ¿Vive actualmente su hijo con usted? Sí No 33. ¿Ha vivido su hijo en cualquiera de los siguientes sitios en los últimos 6 meses? (MARQUE TODAS LAS QUE APLICAN)
Con uno o ambos padres Con otro miembro de familia Familia adoptiva Familia adoptiva terapéutica Refugio de crisis Refugio para los sin hogar Casa de Grupo Centro de tratamiento Hospital Cárcel local o instalación de
detención Instalación correccional Escapó/o vive en las calles
Otro (describa)
34. ¿Durante el año pasado, visitó su hijo un médico (o enfermera) para un control de salud o porque él/ella estaba enfermo? (Elija una de las opciones)
Sí, en una clínica o oficina Sí, pero sólo en un cuarto de emergencia
de hospital No No recuerdo
35. ¿Está su hijo tomando medicamentos para problemas de conducta / emocionales? Sí No
36. ¿Si la respuesta es afirmativa, responda si el médico o la enfermera le explicaron con qué clase de efectos secundarios debe estar alerta?
Sí No
37. ¿Todavía está su hijo recibiendo servicios de éste proveedor? Sí No
38. ¿Por cuánto tiempo recibió su hijo servicios de éste proveedor?
Menos de 1 mes 1-5 Meses 6 Meses a 1 año Más de 1 año (vaya a la pregunta 45)
39. ¿Ha sido su hijo arrestado desde que comenzó a recibir servicios de salud mental? Sí No
40. ¿Estuvo arrestado su hijo durante los 12 meses anteriores a ésto? Sí No
41. Desde que su hijo comenzó a recibir servicios de salud mental, los incidentes con la policía...
han disminuido (por ejemplo, no ha sido arrestado, molestado por la policía, llevado por la policía a un refugio o programa de crisis)
han sido igual han aumentado
no aplicable (no tuvo ningún incidente con la policía éste año o el año pasado)
42. ¿Ha sido su hijo expulsado o suspendido de su escuela desde que comenzó a recibir los servicios? Sí No
43. ¿Fue su hijo expulsado o suspendido de su escuela durante los 12 meses anteriores a ésto? Sí No
PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 44. Since starting to receive services, the number of days my child was in school is…
greater
about the same less
does not apply (please select why this does not apply)
child did not have a problem with attendance before starting services
child is too young to be in school child was expelled from school child is home schooled child dropped out of school
Other:
45. Was your child arrested during the last 12 months? Yes No 46. Was your child arrested during the 12 months prior to that? Yes No 47. Over the past year, have your child’s encounters with the police… been reduced (for example, they have
not been arrested, hassled by the police, taken by police to a shelter or crisis program)
stayed the same increased
not applicable (They had no police encounters this year or last year)
48. Was your child expelled or suspended from school during the last 12 months? Yes No
49. Was your child expelled or suspended from school during the 12 months prior to that? Yes No
50. Over the last year, the number of days my child was in school is… greater about the same less does not apply (please select why this
does not apply) child did not have a problem with attendance before starting services child is too young to be in school child was expelled from school child is home schooled child dropped out of school Other:
Please continue to answer questions on the next page.
POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE
Por favor ayude a nuestra agencia a mejorar los servicios, contestando algunas preguntas sobre los servicios que su niño recibido DURANTE LOS ÚLTIMOS 6 MESES. M
uy D
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No
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1. En general, estoy satisfecho con los servicios que mi hijo recibió. 2. Ayudé elegir los servicios de mi hijo. 3. Ayudé elegir los objetivos de tratamiento de mi hijo. 4. La gente que ayuda a mi hijo nos apoyó sin falta. 5. Sentí que mi hijo tenía a alguien para dirigirse cuando estaba preocupado. 6. Participé en el tratamiento de mi hijo. 7. Los servicios que mi hijo y/o la familia recibieron fueron los apropiados para nosotros.
8. La ubicación de los servicios fue conveniente para nosotros. 9. Los servicios estuvieron disponibles en momentos en que fue conveniente para nosotros.
10. Mi familia recibió la ayuda que estábamos buscando para mi hijo. 11. Mi familia recibió tanta ayuda como necesitábamos para mi hijo. 12. El personal me trató con respeto. 13. El personal respetó las creencias religiosas/espirituales de mi familia. 14. El personal habló conmigo de tal forma que entendí. 15. El personal fue respetuoso de mis raíces culturales/étnicas. (Por ejemplo: mis valores, tradiciones, creencias, raza, lenguaje, etc.).
Como resultado de los servicios que mi niño y/o la familia recibieron: 16. Mi hijo maneja de forma más eficaz los problemas diarios. 17. Mi hijo se lleva mejor con los otros miembros de la familia. 18. Mi hijo se lleva mejor con los amigos y otras personas. 19. A mi hijo le va mejor en la escuela y/o el trabajo. 20. Mi hijo está más dispuesto a enfrentar las situaciones difíciles. 21. Estoy satisfecho con nuestra vida familiar actualmente. 22. Mi hijo es más capaz de hacer las cosas que quiere hacer.
Como resultado de los servicios que mi niño y/o la familia recibieron: por favor responda basado en las relaciones con personas diferentes de su proveedor(es) de salud mental. 23. Conozco gente que escuchará y me entenderá cuando necesito
hablar.
24. Tengo personas con las que me siento cómodo hablando acerca del problema de mi hijo.
25. En una crisis, yo tendría el apoyo que necesito de mi familia o amigos. 26. Cuento con personas con quienes puedo hacer cosas agradables. 27. ¿Cuál ha sido la cosa más provechosa sobre los servicios usted y su hijo recibieron durante los 6 meses pasados?
28. ¿Qué mejoraría los servicios aquí?
Please feel free to use the space provided below to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please write them in the comments section. Thank you for your time and cooperation in completing this questionnaire.
Thank you for completing this questionnaire.
Please list any other comments you may want to share: ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________
¡¡ESTA SECCIÓN DEBE SER COMPLETADA POR LA RBHA O EL PROVEEDOR!!
Nombre de Agencia de Servicio __________________________________________ NOMBRE de la RBHA: __________________ ID de agencia o proveedor: _____________ El Estado de Elegibilidad del Cliente: TXIX TXXI ID de la encuesta: ___________________ Encuesta tomada en : Casa Clínica Por teléfono Cliente inscrito en DDD: Si____ No_____
ENCUESTA PARA FAMILIAS DE JÓVENES QUE RECIBIERON
SERVICIOS DURANTE EL AÑO 2012 Por favor ayúdenos a mejorar nuestro programa completando ésta encuesta sobre los servicios que usted ha recibido en los últimos seis meses. Estamos interesados en su opinión honesta. Todas las respuestas serán tratadas como confidenciales. Cualquier información personal será excluida en la presentación de los resultados de ésta encuesta. Los servicios actuales y/o futuros de su hijo(a) o la familia no se verán afectados si usted decide no participar en esta encuesta. Si usted ha tomado ya esta encuesta en los meses de abril o mayo de 2012, no tiene que completarla otra vez. Después de que usted haya finalizado, por favor doble la hoja y deposítela en la caja de encuestas, antes de usted salga de la oficina hoy. Gracias.
Use pluma o lápiz
Por favor rellene las burbujas completamente con sus respuestas a las preguntas siguientes:
Información acerca de la persona que recibe los servicios:
La Edad del Niño:
El Sexo del Niño: Masculino Femenino La Pertenencia étnica del Niño Hispano o Latino No Hispano o Latino Por favor compruebe todas las categorías de raza aplicables: La Raza del Niño: Blanco Negro/Africano Americano Asiático Nativo Americano / Nativo de Alaska Nativo de Hawai/Isleño del Pacífico ¿Por cuánto tiempo ha estado su hijo recibiendo servicios de salud mental y/o de abuso de sustancias? (De éste proveedor)
0 - 6 meses 7 - 11 meses 1 - 2 años 3 - 5 años más de 5 años
Por favor indique su relación con el niño: Padre/Guardián Amigo Pariente (Tío, Tía, Primo, Abuelo, etc.) Otro ¿Tiene su familia un Equipo del Niño y la Familia? Sí No
Por favor siga contestando preguntas en la siguiente página.