Survey Report - Updated 1.19.17

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2016 Consumer Satisfaction Survey:

Executive Report

Executive Summary

Development Centers strives to uphold its mission to improve the lives of individuals, families and the community by meeting behavioral health, social and vocational needs through a continuum of prevention, treatment and training services. To determine success, Development Centers gathers feedback from the annual Consumer Satisfaction Survey. For the 2016 survey period, the Consumer Satisfaction Survey Executive Report delivers an overview of survey rationale, explains the data collection method, presents general agency findings and program results, interprets these results, addresses limitations, and formulates recommendations to improve the quality of care offered to consumers.

From August 15, 2016, to September 30, 2016, a total of 1,193 surveys were completed and collected. Surveys were categorized by ‘Adult,’ ‘Parent,’ and ‘Child’ and distributed throughout 19 different programs to provide detailed data regarding the different demographics served. The mean level of satisfaction across all programs was 93%, which is less than the 95% overall satisfaction level in 2015. As an agency, satisfaction with Development Center services was below the Michigan Department of Health and Human Services standard of 95% overall consumer satisfaction but 8 percentage points higher than Detroit-Wayne Mental Health Authority’s standard of 85% overall consumer satisfaction.

It is important to note that error in survey responses is a normal occurrence. With the expulsion of the null and no responses, the percentage of agree rises to 94%. Notably, both non-mental health programs along with children under the age of 5 were excluded from this year’s survey.

Development Centers Quality Improvement Team has made several recommendations based on data analysis, which further supports the agency in meeting the needs of consumers and the community alike. Recommendations for the 2016 Consumer Satisfaction Survey include: Continue to Identify Standard Survey Collection Rate for All Programs; Increase Consumer/Peer Involvement in the Planning Process and Results Dissemination; Refine Surveys for Children and Increase Child Respondents; and Review Appropriateness of Surveying Non-Mental Health Program. Written comments will be explored within each department to assess strengths, as well as further recommendations for areas for improvement.

These results will be shared with all stakeholders, including consumers. Handouts will be copied and placed in the lobbies urging all interested consumers to take a copy for further review. Consumer Advisory Council information, including the phone number, will be made available in all handouts for those consumers with any additional questions concerning the results.

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Table of Contents

I. Survey Rationale 4II. Data Collection and MethodologyIII. Role of Liaison

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IV. General Findings 8V. Analysis of General Findings 9VI. Adult Services Survey Results by Program 10

ACT 11ACT/Omega 12

Adult Case Management/Outreach/AFC 13

DD Full Circle - Adult 14Detroit Clubhouse 15

Employment Services 16New Directions Clubhouse 17

North Central- Adult Outpatient 18West- Adult Outpatient 19

Supportive Housing Services 20VII. Children’s Services Survey Results by Program –

Children’s Responses21

Children’s Home Based - Child 22DD Full Circle - Child 23

JJ Mental Health - Child 24North Central- Children’s Outpatient - Child 25

School Based Services - Child 26South-Children’s Outpatient - Child 27

Wraparound - Child 28VIII. Services Survey Results by Program –

Parent/Guardian’s Responses29

Children’s Home Based – Parent 30DD Full Circle – Parent 31

ECFS Home-Based – Parent 32ECFS Outpatient – Parent 33JJ Mental Health – Parent 34

North Central- Children’s Outpatient – Parent 35School Based Services – Parent 36

South- Children’s Outpatient – Parent 37Wraparound 38

IX. Recommendations and Implications 39X. Results Disbursement 40

Appendix 41

Abstract

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Development Centers is a private, non-profit Corporation that provides a wide array of services to residents of Detroit and Western Wayne County with severe and persistent mental illness, emotional disturbances, substance abuse concerns, and many other issues affecting functioning. Development Centers’ mission states its commitment to improving the lives of individuals, families and the community by meeting behavioral, health, human, and vocational needs through a continuum of prevention, intervention, treatment, and training services. Development Centers strives to meet the needs of each consumer served. To determine success of this endeavor, Development Centers gathers feedback from the annual Consumer Satisfaction Survey. The Consumer Satisfaction Survey Executive Report delivers an overview of survey rationale, explains the data collection method, presents general agency findings and program results, interprets these results, addresses limitations, and formulates recommendations to improve the quality of care offered to consumers.

I. Survey Rationale

In order to uphold Development Centers’ mission to improve the lives of individuals, families and the community, the agency conducts an annual Consumer Satisfaction Survey to assess consumer feedback of services and gather information on successes and areas for improvement. The survey specifically addresses, but is not limited to the following elements:

Accessibility to care Timeliness Effectiveness/helpfulness Confidentiality Participation of consumer/family Safety Supportiveness of the care environment Responsiveness

The survey provides a way to measure whether Development Centers is meeting the needs of consumers while allowing consumers a voice to share successes, raise concerns, and make recommendations to enhance service quality. Quality Improvement is responsible for data collection and analysis, and results are shared with Development Centers’ board of directors, the Detroit -Wayne Mental Health Authority (DWMHA), Behavioral Health Professionals, Inc. (BHPi)/Carelink/Consumerlink, and other stakeholders including all Development Centers’ staff and consumers.

II. Data Collection and Methodology

Prior to the survey period, all agency staff was notified via e-mail of the upcoming evaluation to begin August 15, 2016 and to conclude on September 30, 2016. The message included survey dates, rationale, and directions for distribution (See Appendix A for the official document sent). Development Centers’ calculated the target sample size for each program based on a 95% confidence level and 5% confidence interval. This effort was undertaken to ensure that the survey results for each program were representative of the entire population within the program.

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Surveys were once again color coded by program to simplify the collection of surveys specific to each department. Surveys were once again categorized by ‘Adult,’ ‘Parent,’ and ‘Child’ to provide more detailed demographics of those surveyed. This was the fourth year Development Centers offered consumers the option of taking the survey online, if preferred over the paper form. Additionally, this was the fourth year that Development Centers employed building and/or program “Liaisons” to help coordinate and administer the survey process.

To support collection of a large sample size, Liaisons again volunteered and they included managers, therapists, case-managers, support staff and peer support specialists. Prior to the survey period, Liaisons met with the survey administrators (Tanisha Black, Director of Quality Improvement; Erik Burris, Special Projects Coordinator). The meeting took place to review the survey plan and roles of the Liaisons, and provide necessary materials for the survey process. Materials provided at this meeting included surveys (pre-printed with the corresponding program color) and instructions for online survey taking. Envelopes, boxes for completed survey collection, and consumer incentives were distributed to Liaisons immediately prior to the survey commencement date.

Liaisons, managers, therapists, case-managers, support staff, peer support specialists, and foster grandparents all distributed surveys to consumers. To maintain confidentiality and avoid a conflict of interest, distributors were advised to collect responses from all active consumers and show consumers where to deposit completed surveys to ensure privacy of responses. Consumers had the choice of placing surveys in the boxes designated in each lobby or in sealed envelopes. Survey questions are consistent with and based upon those distributed within the DWMHA system.

The Adult Services Surveys consisted of twelve positively worded questions with three categorical response options of “Agree,” “Disagree,” and “Not Sure” (see Appendix B for the exact survey administered). These surveys were administered to adult consumers receiving services in the following programs:

ACT ACT/OMEGA Adult Case Management/Outreach/AFC DD Full Circle - Adult Detroit Clubhouse Employment Services New Directions Clubhouse North Central – Adult Outpatient West - Adult Outpatient Supportive Housing Services

Children’s Services Surveys consisted of six positively worded statements with three categorical response choices of “Yes,” “No,” and “Not Sure” (see Appendix B for the exact survey administered). These surveys were administered to child/youth consumers in the following programs:

Children’s Home Based - Child DD Full Circle - Child JJ Mental Health - Child North Central- Children’s Outpatient - Child

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School Based Services - Child South- Children’s Outpatient - Child Wraparound - Child

Parent/Guardian Surveys also consisted of twelve positively worded questions with three categorical response options of “Agree,” “Disagree,” and “Not Sure” (see Appendix B for the exact survey administered). These surveys were administered to parents/guardians of consumers in the following programs:

Children’s Home Based - Parent DD Full Circle - Parent ECFS Home-Based - Parent ECFS Outpatient - Parent JJ Mental Health - Parent North Central- Children’s Outpatient - Parent School Based Services - Parent South- Children’s Outpatient - Parent Wraparound - Parent

In addition, all surveys provided a comment box. This report measures level of program satisfaction by calculating the percentage of affirmative responses (“Agree” or “Yes”) out of all responses collected in each program.

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III. Role of Liaison

Liaison’s role:

Encourage participation of consumers Be informed and understand protocol for the entire Consumer Satisfaction Survey (CSS) process Answer any questions Replenish surveys as needed (ensuring proper color with proper program) Collect surveys and send to Quality Department weekly Provide help/instructions for online survey taking

Overall, the Liaison’s role is to help manage the administration of the CSS in their respective building/program. It is recommended that the Liaison be a person that has contact with a majority of consumers in your program. (I.E. managers, support staff, foster-grandparent, etc.). To make this consumer satisfaction survey a success, it is important that there is a representative from each program listed below.

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PROGRAMACT /OMEGA William Ruterbusch -ACT

John Fairchild -OMEGAAOP Kelly Schorling

Children’s Home Based Michele Clark

Children’s Outpatient Michele Clark

CM Kathy Wyszacki

DD -Full Circle Heather Neeley

Detroit Hope Clubhouse Brandon Luke

ECFS Staci Belanger

Employment Patrice Hornbuckle

Housing Patrice Hornbuckle

JJ/MH Kathleen Boyes

New Directions Clubhouse Blake Quiring

North Central Celeste Spruille

School Based Services Fadowa Akram

Wraparound Kathleen Boyes

IV. General FindingsSample size (n)

Agree Disagree Not Sure

No Response

ACT 38 97% 2% 1% 0%ACT/OMEGA 17 94% 1% 2% 2%Children’s Home Based- Child 40 89% 2% 9% 1%Children’s Home-Based- Parent 35 92% 1% 3% 5%DD Full Circle- Adult 33 94% 1% 4% 0%DD Full Circle- Child 20 89% 3% 8% 1%DD Full Circle- Parent 43 94% 1% 4% 1%Detroit Clubhouse 21 90% 1% 9% 0%ECFS Home-Based - Parent 25 97% 1% 1% 1%ECFS Outpatient - Parent 4 98% 0% 2% 0%Employment Services 12 94% 6% 1% 0%JJ Mental Health- Child 5 94% 3% 3% 0%JJ Mental Health- Parent 5 98% 2% 0% 0%New Directions Clubhouse 58 94% 4% 2% 1%North Central- Adult Outpatient 283 97% 1% 2% 1%North Central Outpatient- Child 37 86% 3% 9% 2%North Central Outpatient- Parent

32 96% 1% 1% 3%

School Based- Child 20 91% 1% 4% 4%School Based- Parent 11 97% 1% 2% 1%South Children’s Outpatient- Child

49 91% 2% 7% 0%

South Children’s Outpatient- Parent

39 96% 0% 3% 0%

Supportive Housing Services 29 97% 1% 1% 2%West – Adult Outpatient 183 94% 2% 4% 1%Adult Case Management/Outreach/AFC

132 92% 3% 3% 2%

Wraparound- Child 15 88% 5% 5% 2%Wraparound- Parent 7 89% 5% 5% 1%Total Surveys Completed: 1193Note: Percentages may not add to 100 due to rounding.

V. Analysis of General Findings8

A total of 1,193 surveys were completed and collected for the 2016 survey period. There was approximately a 13% decrease of completed surveys from the 2015 survey period total of 1,374. This decrease in completed survey responses is representative as both the non-mental health programs along with children under the age of 5 were excluded from this year’s survey. So although this decrease in surveys completed represents the first year that the Consumer Satisfaction survey process has resulted in Development Centers demonstrating a decrease in surveys collected it can be explained by the survey given to less programs and thus less consumers.

Overall, the majority of consumers and parents/guardians who completed a survey expressed satisfaction with services received at Development Centers. The satisfaction levels ranged from a low of 86% affirmative responses for child respondents in North Central Outpatient to a high 98% affirmative response for the following program surveys: parent/guardian responses for ECFS outpatient and JJ Mental Health. The second highest satisfaction levels were 97% affirmative responses for the following programs: Adult Programs – A CT, North Central Adult Outpatient, Supportive Housing Services, and parent respondents to children programs – ECFS Home Based, and School Based.

Additionally, the affirmative responses that yielded the lowest percent satisfaction of 86% were in children’s respondents in the North Central Outpatient Program. This shows a correlation as the 2015 program that yielded the lowest percent of satisfaction came from children respondents as well. Yet, the 86% satisfaction in children’s respondents in the North Central Outpatient Program still represented an increase in the lowest satisfaction per program from last year. In 2015, the low of satisfaction was at 78% affirmative responses for child respondents in the DD Full Circle Program. Development Centers has increasingly become aware of children respondents yielded the lowest percent satisfaction and are continuing to improve methods of children surveys.

The mean level of satisfaction across all programs was 94% when removing the null responses. As an agency, satisfaction with Development Center services was slightly lower to the Michigan Department of Health and Human Services standard of 95% overall consumer satisfaction and 9 percentage points higher than Detroit-Wayne Mental Health Authority’s standard of 85% overall consumer satisfaction.

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VI. Adult Services Survey Results by Program

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12345

1

1

1

11

3736

3838

3637373737

363636

2

11

11111

ACTAgree Disagree Not Sure No Response

Number of Participants (N) = 38

Ques

tions

11

Questions Key

1. I feel safe when I come to Development Centers.

2. I helped choose the goals for my treatment plan.

3. I feel supported by my treatment team at Development Centers.

4. I felt I had someone to talk to at Development Centers when I was troubled.

5. I know I can involve my family/friends in my treatment if I choose to include them.

6. If I had other choices, I would still choose to get services from Development Centers.

7. The location of services was convenient.

8. Services were available at times that were convenient for me.

9. My family got the help we wanted.

10. Staff treated me with respect.

11. Staff was sensitive to my cultural/ethnic/spiritual background (for example, race, religion, language).

12. Overall, I am satisfied with the services I received.

Report

The ACT program surveyed a total of 38 consumers. Overall, 97% of responses were “Agree” and favorable toward satisfaction, which is greater than the 91% “Agree” responses in 2015. 2% of responses were “Disagree,” 1% were “Not Sure,” and 0% had no response or were omitted due to inability to code.

Questions 3 and 4 yielded the largest number of “Agree” responses with 100% of respondents agreeing that they felt supported by their treatment team and felt they had someone to talk to at Development Centers.

The largest number of “Disagree” responses corresponds to Question 2. Almost 5% of respondents disagreed with the statements indicating that they helped to choose the goals for his/her own treatment plan.

12345

1

12

1

1617

1615

1616

1715

16161616

1

111111

ACT/OMEGAAgree Disagree Not Sure No Response


Ques

tions

12

Questions Key













Report

The ACT Omega program surveyed a total of 17 consumers. Overall, 94% of responses were “Agree” and favorable toward satisfaction, which represents a decrease from the 98% of “Agree” responses in 2015. 1% of responses were “Disagree,” 2% were “Not Sure,” and 2% were left blank or unable to code.

Questions 2 and 7 yielded the largest number of “Agree” responses. 100% of respondents agreed that they helped choose the goals for their treatment plan and the location of services was convenient.

The largest of number of “Disagree” responses correspond to Questions 6 and 8. 6% of respondents disagreed with the statements indicating that if they had other choices, they would still choose to get services from Development centers, and that services were available at times that were convenient for them.

123456789

10

1

13

11

14

123

6667

107

45

434

1

1123

81

124

11

52

124125

123119

113123

116122123

127121

126

Adult Case Management/Outreach/AFCAgree Disagree Not Sure No Response


Ques

tions

13

Questions Key













Report

The Adult Case Management/Outreach/AFC program surveyed a total of 132 consumers. Overall, 92% of responses were “Agree” and favorable toward satisfaction, which represents a result equal to the 92% of “Agree” responses in 2015. 3% of responses were “Disagree,” 3% were “Not Sure,” and 2% were left blank or omitted due to inability to code.

Questions 10 yielded the largest number of “Agree” responses. Almost 96% of respondents agreed that staff treated them with respect.

The largest of number of “Disagree” responses correspond to Question 7. Approximately 9% of respondents disagreed with the statements indicating that the location of services was convenient.

1 1222

32

12

2

323131

3029

313232

3033

3231

11

1

1

1

DD Full Circle - AdultAgree Disagree Not Sure No Response


Ques

tions

14

Questions Key













Report

The DD Full Circle - Adult program surveyed a total of 33 consumers. Overall, 94% of responses were “Agree” and favorable toward satisfaction, which represents a decrease from the 97% of “Agree” responses in 2015. 1% of responses were “Disagree,” 4% were “Not Sure,” and 0.3% were left blank or omitted due to inability to code.

Question 10 yielded the largest number of “Agree” responses. 100% of respondents agreed staff treated them with respect.

The largest of number of “Disagree” responses correspond to Questions 4, 5, 7, and 11. Approximately 3% of respondents disagreed with the statements indicating that if they felt they had someone to talk to at Development Centers, knew they could choose if family/friends were involved in treatment, felt the location of services was convenient, and felt staff was culturally sensitive.

123456789

101112

13

13

211

32

122

2018

2017

1919

2018

1920

1819

1

1

1

Detroit Hope ClubhouseAgree Disagree Not Sure No Response


Ques

tions

15

Questions Key













Report

The Detroit Hope Clubhouse program surveyed a total of 21 consumers. Overall, 90% of responses were “Agree” and favorable toward satisfaction, which shows a decrease from the 98% of “Agree” responses in 2015. 1% of responses were “Disagree,” 9% were “Not Sure,” and 0% were left blank or omitted due to inability to code.

Question 1, 3, 7, and 10 yielded the largest number of “Agree” responses. 95% of respondents agreed that they feel safe at Development Centers, they feel supported by the treatment team, and staff treated them with respect.

The largest of number of “Disagree” responses correspond to Questions 4, 6, and 11. Approximately 5% of consumers disagreed with the statement that they had someone to talk to at Development Centers if they were troubled, they would return to Development Centers if they have other choices, and that the staff was culturally sensitive.

1 1210

1212

9121212

1112

1011

2

3

21

1

Employment ServicesAgree Disagree Not Sure No Response


Ques

tions

16

Questions Key













Report

The Employment Services program surveyed a total of 12 consumers. Overall, 94% of responses were “Agree” and favorable toward satisfaction, a decrease from the 95% of “Agree” responses in 2015. 6% of responses were “Disagree,” 0.7% were “Not Sure,” and 0% were left blank or omitted due to inability to code.

Questions 1, 3, 4, 6, 7, 8 and 10 yielded the largest number of “Agree” responses. 100% of respondents agreed that they felt safe, helped choose goals in their treatment plan, they feel supported by their treatment team at Development Centers, felt they had someone to talk to, if they had other choices they would still choose to get services from Development Centers, the location of services was convenient, and felt staff treated them with respect.

The largest of number of “Disagree” responses correspond to Question 5. 25% of respondents disagreed with the statements indicating that they know that they can involve their family/friends in their treatment.

1234

23

122

3

1

5654

5650

5352

495656

5756

58

12

633

61111

1

1

11

New Directions ClubhouseAgree Disagree Not Sure No Response


Ques

tions

17

Report

The New Directions Clubhouse program surveyed a total of 58 consumers. Overall, 94% of responses were “Agree” and favorable toward satisfaction which is greater than the 92% of “Agree” responses in 2015. 4% of responses were “Disagree,” 2% were “Not Sure,” and 0.6% were left blank or omitted due to inability to code.

Question 12 yielded the largest number of “Agree” responses. Approximately 100% of respondents agreed that they were overall satisfied with the services they received.

The largest of number of “Disagree” responses correspond to Question 4 and 7. Approximately 10% of respondents disagreed with the statements indicating that they felt they had someone to talk to at Development Centers and that the location of services was convenient.

Questions Key













123456789

10

621

61212

43

101

63

277279280

275267266

275276

271281

275278

2113333

1

11

1112111111

North Central - Adult Outpatient

Agree Disagree Not Sure No Response


Ques

tions

18

Questions Key













Report

The North Central – Adult Outpatient program surveyed a total of 283 consumers. Overall, 97% of responses were “Agree” and favorable toward satisfaction, which represents a decrease from the 98% of “Agree” responses in 2015. .6% of responses were “Disagree,” 2% were “Not Sure,” and .4% were left blank or omitted due to inability to code.

Question 10 yielded the largest number of “Agree” responses. 99% of respondents agreed that the staff treated them with respect. Question 3 yielded the second largest number of “Agree” responses. 98% of respondents agree that they felt supported by their treatment team.

The largest of number of “Disagree” responses correspond to Questions 5, 6, 7 and 8. Approximately 1% of responders disagree that the location and times of services are convenient, and if they had other choices they would return to Development Centers.

123456789

667

513

946

43

67

1212

6221

534

2

176175174175

161170

176174

172176

173173

11321221

1

West - Adult OutpatientAgree Disagree Not Sure No Response


Ques

tions

19

Questions Key













Report

The West – Adult Outpatient program surveyed a total of 183 consumers. Overall, 94% of responses were “Agree” and favorable toward satisfaction, which represents a decrease from the __% of “Agree” responses in 2015. 1.5% of responses were “Disagree,” 3.5% were “Not Sure,” and 1% were left blank or omitted due to inability to code.

Question 1,7 and 10 yielded the largest number of “Agree” responses. 96% of respondents agreed that they feel safe at Development Centers, that the location of services in convenient, and the staff treated them with respect.

The largest of number of “Disagree” responses correspond to Question 9. Approximately 3% of responders disagree that their family got the help that they wanted.

12345

292929

2727

2929

2827

2927

29

11

11

2

11

1

Supportive Housing Services Agree Disagree Not Sure No Response


Ques

tions

.

20

Questions Key













Report

The Supportive Housing program surveyed a total of 29 consumers. Overall, 97% of responses were “Agree” and favorable toward satisfaction, which represents a decrease from the 100% of “Agree” responses in 2015. 0.3% of responses were “Disagree,” 0.6% were “Not Sure,” and 2% were left blank or were omitted due to inability to code.

Questions 1, 2, 3, 6, 7 and 12 yielded the largest number of “Agree” responses. Approximately 100% of respondents agreed that they felt safe when coming to Development Centers, helped choose goals for their treatment plan, felt supported by their treatment team, would still choose to come to Development Centers if they had other options, felt the location of services was convenient, and was overall satisfied with the services they received.

VI.Child Survey Results by Program

21

1 5

3

2

4

7

35

36

38

40

33

32

1

3

1

Children's Home Based - ChildYes No Not Sure No Response


Ques

tions

22

Questions Key1. I feel safe when I come to Development Centers.


3. The therapist is helpful to me.

4. The therapist listens to me.

5. My family can be part of therapy if I want them to be.

6. I feel better since I started to come here.

Report

The Children’s Homebased - program – Child surveyed a total of 40 consumers. Overall, 89% of responses were “Agree” and favorable toward satisfaction, an increase from the 88% of “Agree” responses in 2015. 1.6% of responses were “Disagree,” 8.75% were “Not Sure,” and .65% were left blank or omitted due to inability to code.

Question 4 yielded the largest number of “Agree” responses. 100% of respondents agreed that their therapist listens to them.

The largest of number of “Disagree” responses correspond to Question 5. Approximately 8% of respondents disagreed with the statement indicating that their family can be part of therapy if they want them to be.

1 1

2

1

5

19

15

20

19

19

15

12

1

DD Full Circle - ChildYes No Not Sure No Response

Number of Participants (N) =20

Ques

tions

23







Report

The DD Full Circle program - Child surveyed a total of 20 consumers. Overall, 89% of responses were “Agree” and favorable toward satisfaction, a increase from the 78% of “Agree” responses in 2015. 2.5% of responses were “Disagree,” 7.5% were “Not Sure,” and 1% were left blank or omitted due to inability to code.

Questions 3 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers and the therapist is helpful to them.

The largest of number of “Disagree” responses correspond to Questions 2. Approximately 2% of respondents disagreed with the statement indicating that they helped choose their own goals for their treatment plan.

15

5

5

5

3

5

11

JJ Mental Health - Child Yes No Not Sure No Response


Ques

tions

24







Report

The JJ Mental Health program - Child surveyed a total of 5 consumers. Overall, 94% of responses were “Agree” and favorable toward satisfaction which is an increase to the 81% of “Agree” responses in 2015. 3% of responses were “Disagree,” 3% were “Not Sure,” and 0% were left blank or omitted due to inability to code.

Questions 1, 2, 3, 4 and 6 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers, the therapist is helpful to them and the therapist listens to them, and that they feel better since coming to Development Centers.

The largest of number of “Disagree” responses correspond to Questions 5. Approximately 3% of respondents disagreed with the statement indicating that their family can take part in therapy.

1

2

3

4

1

1

2

1

1

5

1

2

5

5

35

28

36

33

28

31

3

3

1

North Central Children's Outpatient - Child Yes No Not Sure No Response


Ques

tions

25







Report

The North Central – Children’s Outpatient program - Child surveyed a total of 37 consumers. Overall, 86% of responses were “Agree” and favorable toward satisfaction, a decrease from the 87% of “Agree” responses in 2015. 3% of responses were “Disagree,” 9% were “Not Sure,” and 2% were left blank or omitted due to inability to code.

Question 3 yielded the largest number of “Agree” responses. 97% of respondents agreed that they feel the therapist is helpful to them. Question 1 yielded the next largest number of “Agree” responses. 95% of respondents agreed that they feel safe at Development Centers.

The only “Disagree” responses correspond to Questions 2 and 5. 8% of respondents disagreed with the statements indicating that they helped choose the goals for their treatment plan and their family can be part of therapy if they want them to be.

Justin Zeller, 12/16/16,

Should #2 be added to the list of “Disagree” responses?

1

2

3

4

5

20

19

19

19

14

18

1

1

1

1

1

4

1

1

School Based - ChildYes No Not Sure No Response


Ques

tions

26







Report

The School Based Services program - Child surveyed a total of 20 consumers. Overall, 91% of responses were “Agree” and favorable toward satisfaction, an increase from 87% of “Agree” responses in 2015. 1% of responses were “Disagree,” 4% were “Not Sure,” and 4% were left blank or omitted due to inability to code.

Question 1 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to development centers. Questions 2, 3, and 4 yielded the second largest number of “Agree” responses. 95% of respondents agreed that they choose the goals for their treatment plan, and agree that their therapist is helpful and listens to them.

Question 5 yielded the largest amount of “Disagree” responses. Approximately 5% respondents disagreed with the statement that their family can be part of therapy if they want them to be.

1

2

3

49

42

49

49

38

41

5

8

6

2

3

2

South Children's Outpatient - ChildYes No Not Sure No Response


Ques

tions

27







Report

The South Children’s Outpatient program – Child surveyed a total of 49 consumers. Overall, 91% of responses were “Agree” and favorable toward satisfaction, a decrease from the 98_% of “Agree” responses in 2015. 2% of responses were “Disagree,” 7% were “Not Sure,” and 0% were left blank or omitted due to inability to code.

Questions 1, 3, and 4 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe at Development Centers, and agree that the therapist is helpful and listens to them.

Question 5 yields the highest number of “Disagree” responses. Approximately 6% of respondents disagreed with the statement that their family can be part of therapy if they want them to be.

1 1

3

1

14

11

14

15

13

12

1

1

1

2

1

Wraparound - ChildYes No Not Sure No Response


Ques

tions

28







Report

The Wraparound program – Child surveyed a total of 15 consumers. Overall, 88% of responses were “Agree” and favorable toward satisfaction, which is the same as the 88% of “Agree” responses in 2015. 5% of responses were “Disagree,” 5% were “Not Sure,” and 2% were left blank or omitted due to inability to code.

Question 4 yielded the largest number of “Agree” responses. 100% of respondents agreed that the therapist listens to them. Questions 1 and 3 yielded the second highest number of “Agree” responses. Approximately 93% of respondents agreed that they feel safe at Development Centers and their therapist is helpful to them.

The largest of number of “Disagree” responses correspond to Questions 2. Approximately 20% of respondents disagreed with the statements indicating that they helped choose their own treatment goals.

VII. Parent/Guardian Survey Results by

Program

29

123456789

101112

22

13

1111

22

11

2

111111

12

3133

3430

333333

313232

3332

1

1

1

Children's Home Based - ParentAgree Disagree Not Sure No Response

Number of Paricipants (N) = 35

Ques

tions

30

Questions Key













The Children’s Home Based Program - Childsurveyed a total of 35 parents/guardians. Overall, 92% of responses were “Agree” and favorable toward satisfaction, a decrease from 96% “Agree” responses in 2015. .05% of responses were “Disagree”, 3% were “Not Sure”, and 4.5% were left blank or omitted due to inability to code.

Questions 3 yielded the greatest number of “Agree” responses. 97% of respondents agreed that they feel supported by the treatment team. Questions 2, 5, 6, 7, 11 produced the second highest number of “Agree” responses. 94% of respondents knew they could involve family/friends in treatment, would choose Development Centers even if they had other choices, agreed that the location of services was convenient for them, felt that the staff was culturally sensitive to their ethnic or spiritual background, and that they had a role in choosing their treatment plan.

1234

11

43

24

21

2

11

4242

3739

413838

4041

4241

42

21

1

1

32

1

DD Full Circle - Parent Agree Disagree Not Sure Null

Number of Participants (N)= 43

Ques

tions

31

Questions Key













Report

The DD Full Circle Program – Parent surveyed 43 parents/guardians. Overall, 94% of responses were “Agree” and favorable toward satisfaction, this is a decrease from the 98% of “Agree” responses in 2015. 1% of the responses were “Disagree”, 4% were “Not Sure”, and 1% were let blank or omitted due to inability to code.

Questions 12, 10, 2, and 1 yielded the greatest number of “Agree” responses. 98% of responders feel safe while at Development Centers, helped create the goals for their treatment plan, and believe the staff treated them fairly. Questions 11, 9, and 5 yielded the second greatest number of “Agree” responses. 95% of responders felt the staff was sensitive to their cultural or ethnic background, believed they got the help their family wanted, and knew they could include family/friends in treatment services.

Question 7 yielded the most “Disagree” responses. 7% of respondents disagreed with the statement that indicated the location of services was convenient to them.

1234

1

11

1

1

11

2325

2424

2324

232525252525

2

ECFS Home Based - ParentAgree Disagree Not Sure No Response


Ques

tions

32

Questions Key













Compared to Infant Mental Health in 2015 Report (ECFS)

The ECFS Home Based Program – Parent surveyed a total of 25 parent/guardians. Overall, 97% of responses were “Agree” and favorable towards satisfaction, this is the same as the 97% of “Agree” responses in 2015. 1% of responses were “Disagree”, .66% were “Not Sure”, and 1.34% were omitted due to inability to code.

Questions 12, 11, 10, 9, 8, and 2 yielded the highest number of “Agree” responses. 100% of respondents felt that they helped choose the goals for the treatment plan, had services available at a convenient time, believed the family got the help they wanted, felt respected by the staff, and agreed that the staff was sensitive to their cultural/ethnic/spiritual background.

Questions 7, 6 and 1 yielded the largest number of “Disagree” responses. Approximately 4% of respondents did not agree that if they had other choices they would still choose Development Centers, or that the location of services was convenient for them.

123456789

101112

444444

344444

1

ECFS Outpatient - ParentAgree Disagree Not Sure No Response


Ques

tions

33

Questions Key













Compared to 3-5 year old (ECFS)

The ECFS outpatient program - Parent surveyed a total of 4 parents/guardians. Overall, 98% of responses were “Agree” and favorable toward satisfaction, this is a decrease from 100% of “Agree” responses in 2015. 0% of responses were “Disagree,” 2% were “Not Sure,” and 0% were left blank or omitted due to inability to code.

All questions except number 7 yielded the same number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers, they helped choose the goals in their child/family’s treatment plan, they felt that their child had someone to talk to at Development Centers when they were troubled, they know their child had someone to talk to at Development Centers when they were troubled, if they had other choices, they would still choose to get services from Development Centers.

123456789

101112

555

455555555

1

JJ Mental Health - Parent Agree Disagree Not Sure No Response


Que

stion

s

34

Questions Key













Report

The Juvenile Justice Mental Health program - Parent surveyed a total of 5 parents/guardians. Overall, 98% of responses were “Agree” and favorable toward satisfaction, an increase from the 90% of “Agree” responses in 2015. 2% were “Disagree”, 0% were “Not Sure” and 0% were left blank or omitted due to inability to code.

All questions except for number 4 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers, their family got what they wanted, they helped choose the goals in their child/family’s treatment plan, they feel supported by their treatment team at Development Centers, if they had other choices, they would still choose to get services from Development Centers, and staff treated them with respect.

The largest number of “Disagree” responses corresponds to Question 4. Approximately 20% of respondents disagreed with the statement indicating that they felt like they had someone to talk to at Development Centers when they were troubled.

12345678

1

1

11

1

311

1

1

11

1

30313131313131

3031

2931

30

1

1

North Central Children's Outpatient - Parent Agree Disagree Not Sure No Response


Que

stion

s

35

Questions Key













Report

The North Central – Children’s Outpatient program surveyed a total of 32 parents/guardians. Overall, 96% of responses were “Agree” and favorable toward satisfaction, a decrease from the 100% of “Agree” responses in 2015. .5% was “Disagree”, 1% were “Not Sure”, and 2.5% were left blank or omitted due to inability to code.

Questions 2, 3, 4,5,6,7, 9, 11 had the highest percent of “Agree” responses. 97% of respondents agreed that they feel supported by their treatment team at Development Centers, they felt that their child had someone to talk to at Development Centers when they were troubled, they know their child can involve family and friends in their treatment/services if they choose to include them, if they had other choices, they would still choose to get services from Development Centers.

The largest of number of “Disagree” responses correspond to Questions 2 and 7. Approximately 3% of respondents disagreed with the statements that they helped choose the treatment goals for their child and that the location of services was convenient.

123456789

101112

1111111111

10101010

111111

1

111

School Based Services - Parent No Response Not Sure Disagree Agree

Number of Respondents (N) =11

Ques

tions

36

Questions Key













Report

The School Based Services program - Parent surveyed a total of 11 parents/guardians. Overall, 97% of responses were “Agree” and favorable toward satisfaction, a decrease from the 98% of “Agree” responses in 2015. .75% of responses were “Disagree,” 1.5% was “Not Sure,” and .75% were left blank or omitted due to inability to code.

Questions 1, 2, 3, 4, 5, 10, 11, and 12 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers, they helped choose the goals in their child/family’s treatment plan, staff treated them with respect, and staff was sensitive to their cultural/ethnic/spiritual background.

The largest of number of “Disagree” responses correspond to Question 6. Approximately 9% of respondents disagreed with the statement indicating that if they had other choices they would still get services at Development Centers.

123456789

101112

39393939

3736

3735

3639

3738

23

133

21

11

South Children's Outpatient- ParentNo Response Not Sure Disagree Agree

Number of Participants (39)

Ques

tions

37

Questions Key













Report

The South Children’s Outpatient program – Parent surveyed 39 parent/guardians. Overall, 96% of responses were “Agree” and favorable toward satisfaction, a decrease from the 98% of “Agree” responses in 2015. .2% of responses were “Disagree,” 3% were “Not Sure,” and .2% were left blank or omitted due to inability to code.

Questions 1, 2, 3, 4 and 10 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers, they helped choose the goals in their child/family’s treatment plan, and staff treated them with respect.

The largest of number of “Disagree” responses correspond to Question 8. Approximately .2% of respondents disagreed with the statement indicating that services were at a convenient time for them.

1 777

566

75

67

66

1

1

1

1

11

1

1

1

Wraparound - ParentAgree Disagree Not Sure No Response


Ques

tions

38

Questions Key













Report

The Wraparound program - Parent surveyed a total of 7 parents/guardians. Overall, 89% of responses were “Agree” and favorable toward satisfaction, an decrease from the 98% of “Agree” responses in 2015. 5% of responses were “Disagree,” 5% were “Not Sure,” and 1% were left blank or omitted due to inability to code.

Questions 1, 2, 3, 7, and 10 yielded the largest number of “Agree” responses. 100% of respondents agreed that they feel safe when they come to Development Centers, they helped choose the goals in their child/family’s treatment plan, they feel supported by their treatment team at Development Centers and the staff treats them with respect.

The largest of number of “Disagree” responses correspond to Questions 4, 5, 8, and 11. Approximately 14% of respondents disagreed with the statements indicating that they know their child can involve family and friends in their treatment/services if they choose to include them, and that they felt their child had someone to talk to at Development Centers.

VIII. Recommendations and ImplicationsTo uphold the mission of Development Centers, the agency places high importance on continually assessing consumer needs, satisfaction, and feedback. This allows the agency to provide the highest quality of care to consumers. In reviewing the results from the 2016 Consumer Satisfaction Survey, the Quality Improvement Team has made several recommendations based on data analysis, which further support the agency in meeting the needs of consumers and the community alike.

Continue to Identify Standard Survey Collection Rate for All Programs: Development Centers aims to gather feedback from all active consumers. Development Centers again calculated the target sample size for each program based on a 95% confidence level and 5% confidence interval. This effort was undertaken to ensure that the survey results for each program were representative of the entire population within the program. Though most programs were not able to reach the target sample size with survey collection, Development Centers will continue to utilize this practice in an effort to reduce the amount of variance in survey collection among programs and increase the validity of results.

Increase Consumer/Peer Involvement in the Planning Process and Results Dissemination: Development Centers believes that additional opportunities for consumer/peer involvement in the Consumer Satisfaction Survey process will increase consumer input, meaningfulness of survey results and application of feedback to agency operations. Development Centers will encourage and welcome the participation of consumer/peer entities including the Consumer Advisory Committee, Clubhouse members, Peer Advocates and Youth United advocates supporting a consumer-centric survey process.

Refine Surveys for Children and Support: Development Centers has had ongoing efforts to clarify questions on the children’s survey. Given the high percentage of unsure responses on children’s surveys for 2016, Development Centers will continue these efforts to clarify questions on children’s surveys. Furthermore, Development Centers will review the process of administering the survey to children to identify any barriers that children have in filling them out for 2017.

Discuss results with proper Development Center staff to ensure positive change:

● After reviewing the “Disagree” responses – 5 out of the 7 children’s programs surveyed had the highest percent of “Disagree” responses for Question 5 out of all other questions. Question 5 asked the children “My family can be part of therapy if I want them to be”. The Quality Improvement Team will share this information with the staff working with children to make sure that those consumers understand who can be involved in their therapy sessions.

● Additionally, in the surveys completed by Parents/Guardians with children enrolled in one of the 9 programs surveyed, 5 out of the 9 programs identified question 7 to have the highest percent of “Disagree” responses. Question 7 asked parents if the “Location of services was convenient”. This was also true of adults taking the adult program services. In those surveys 4 out of 10 programs identified question 7 as having the highest amount of “Disagree” responses. The Quality Improvement Team plans to meet with the Development Centers’ staff and leadership that determine location to discuss how to address this issue for both children and adult services.

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Overall, Development Centers had positive survey results across all programs in 2016 producing a 94% agency satisfaction rating. Development Centers is committed to listening to all consumers and meeting their needs. The agency consistently provides a high quality of care to consumers, which has been confirmed with the high number of responses affirming satisfaction. Written comments will be explored within each department to assess further strengths, as well as areas for improvement.

IX. Disbursement of ResultsDevelopment Centers believes it is imperative to share these results with all stakeholders, including consumers. Results will be posted in high traffic areas to display outcomes and express appreciation of participation. Handouts will be copied and placed in the lobbies urging all interested consumers to take a copy for further review. The handout will also contain information on the Consumer Advisory Council, including the phone number for those consumers with any additional questions concerning the results.

40

41

2016 Consumer Satisfaction Survey:

Appendix

Table of Contents

I. Appendix A - Written Comments by Program

II. Appendix B - Survey Tool Templates (Adult, Children’s, Parent/Guardian’s)

III. Appendix C- Consumer Satisfactions Survey Plan

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Appendix A – Written Comments by Program

Adult Services Survey Responses

ACT The ACT team is a blessing for helping me stable in all aspects. Development Centers helps me in many ways. There Great

ACT/OMEGA Team should be more consistent in policies. Team should be more sensitive to matters that concern

client

Adult Case Management/Outreach/AFC I have been working with (staff name) and she has done a wonderful job!!! I think that the Development Center has a wonderdful staff. I am happy to know them. I feel I have someone to talk to when I’m feeling down. I feel like I’m understood. On a one to 10 (staff member) is a twelve with Helping me! When there is a problem I'll let my therapist know when I'm in Crisis. I like my new case manager {personal signature} I am the type that don't get much love and respect from the opposite sex. So I must improvise a way to channel

those bad things into something positive by not thinking about the situation, even church tells me to dwell on God or Jesus next thing u know u forget about what I was dwelling on. That's just a couple of ways to dwell on positive and not the negative stuff.

I would honestly say if she was a jerk, she (staff name) is the best!. I love her! Giver her a raise. But she should buy us pop + chips + pizza {personal signature and date}

No comment I feel that the care I receive from DCI is super. I am very satisfied with and get great help from my social worker,

(staff name), and my doctor (staff name). Thank you I have been a consumer at DCI for 11 years. During that time I have always felt comfortable there. My residency

has changed and it's somewhat challenging to get their especially when using Logisticare However I will continue to meet all appointment and clubhouse.

(staff name) Septermber 15, 2016 My case manager Help me with treatment plan when I was in trouble my case manager (staff name) Help me. I am saving money for my Nail and toes Nails for my shop I am saving money for my Manison in Sherwood Forests.

My favorite case manager is (staff member) coming to Development Center It was a lot of help… I feel I was treated with total respect and concern I really, Really appreciate the work and help received by, my, Doctor, Therapists, and case workers I Love them

all, {personal signature} I am very happy with my services I am going to miss other people I still think you should have a chaplain on duty. {personal contact information} I thought the new case manager was cool. I look forward to working with her.

43

All the years of being a DCI client/consumer, DCI has provided their time of when/s needed the the most. 14 years really are making a difference.

(Staff member) is good PCP I love her work {personal signature} My case manager is the Best!!! My doctor is very supportive to me. They care about me and my family I wouldn't

change Anything. I've enjoyed the time spent with development centers, and I appreciate all the help they have been giving me. I

wish to continue receiving service. I have no suggestions as to how to improve the services at DC other than a physical tour and explanation of all

services available including the clubhouse area. No comment I always like to take time and think and develop (staff name) rocks!!! I like the services I've received from doctor (staff name) & would like to get working soon. Thank you for all your help & time. Staff was polite/and understanding my issues. I feel happy I come here. I leave feeling good. I know my team is here for me. The care I get is great All staff members are always very helpful in their areas, and also willing to have joint conferences when

necessary to resolve issues that may arises. My last 9 years with development centers has given me many chances to help myself, with advice from every member of my support staff. {personal signature}

I have an awesome treatment team, I really like them. They have and continue to help me, today I just talk with an employment specialist. It was a deep pleasure to meet with her. Thank you

They are keeping me out of hospital (staff name) is very pleasant to be around and she takes her job very seriously I like talking with (staff name) about my problems Nice!! :) (staff name) is very nice and helps me. I know that I have chosen the right development center I don’t feel afraid like I usually do I feel very safe and

welcome (Staff name) is the best counselor in the world. I don't know what I would do without her! I would just like to know why don’t no one want to help me. Become a better man sense am not lock up know

more, why do people look at me different. I have received the services I have needed overall. I've been with Development Center for years with satisfaction :-) :-) :-) :-) :-) I have a very strong sense of gratitude for the director of this program. For over 30 years I could not quit

smoking weed and on one visit of 45min. w/ (staff member) my desire for weed has ended 7/18/2016 forever! Thank God for Dev. Centers oh, and the staff is over whelmed

People should be able to take their families into doctor's appointments without being given a hard time. I was given a hard time. Doctor had a snotty attitude. She was not talking to me right I am old enough to be her father.

I have no negative comments. I've recommended the facility to others and have told them that I've been to a variety of "treatment centers" either myself, or with someone, and the staff here, is nicer, more concerned, and non-judgmental, and always willing to help. No, thank you for being here :-)

I like the center cause I been coming here for a long time. I feel that the people here have help me in so many way's I don’t understand why people care about other

people, the way that they do at this place. No, thank you and everyone here {personal signature}

44

Thank u for our Help (Staff member) is my case worker she does a really good worker, she supports me really well, DCI, Has

performed very well. "I think the case workers need to have assistants because they are out of the office a lot and sometimes they are

hard to get in touch with."

DD Full Circle I'm happy with Development Centers and the help we get from coming here I love yall, you are the Bomb. Even doctor (staff name) I like coming here and the services here really. Help me I'm happy with my services I'm happy with my supports and corrdination who help to get me a new wheel chair

Detroit Hope Clubhouse I think the clubhouse is a safe place to be. I like that I learned how to type better here and cook better. I made a lot of friends here too. We respect one

another and love each other. I like it because it give me something to do it gets me out the house and keep my mind focused and fully

functional. They help me especially with the medication. I enjoy coming here and glad helps me out a lot.

Employment Services I am going to do some Nails and toes someday I am going to be famous in doing Nails and Toes.

New Directions Clubhouse TEAM MY "BEST-LOVED" FRIENDS: (staff and or consumer names) WILL REALLY LOVE ME. &, REMEMBER THE PEOPLE

WHO VISITS ME The development center at the clubhouse is the best place to be at. The reason why it's the place cause it is

really helping me on my recovery and glad to get the help. Can the Clubhouse have wi-fi? Just the club house. Also, can you put waste baskets in the front lobby? If this is a

smoke-free building, why do people smoke outside? What happened to smoking cessation workshops? I think that they did respect me why I have servise here I feel comfortable {personal signature} All I can say is that I love being at the development center. I would like to continue to come as much as I can and

learn all I can when I need it. The staff here is excellent and they are willing to work with you at your con-vience at all times. {personal signature}

I didn't want to come to anybody when I was in trouble. I wanted to seem strong. The clubhouse makes me feel better about my situations that are going on in my life

North Central - Adult Outpatient thank you for all the caring and good stuff you do to help us clients. i get help with food because of my case manager thank you

45

I go to Step because my case manager got me in. My case manager helped me get into a work program at JVS. i was helped by the staff. my case manager really helped me today by taking me for food and a winter coat. I feel Iike I gain more from being here, then I lost. I like the fact that the front desk remind me of my appointments they're consistent. They kind of help me up to

date about what's going on with me. I am better since coming to this center. I like the staff. They treat me nice. i'm glad I came here. I got a lot of help. It helps me out out a lot being with people and socializing with people. I got a lot of good help coming to this place. i need more help. i am okay with services. i been helped. it is good coming here. it's okay They treat me with respect. it's okay I like coming being here helped me everything have been good here I like coming here. I like (staff name) she does the best in helping me with things. Thankful for the help that I get from NC The transportation and my appointments they were always on time. I am happy with my treatment and everything going on I am very pleased of the service recived here at Development Centers every one was very Helpful- There are no problem at this time, Good job from all. I love the Development Center without (staff name) I would be lost. The tretment I Have been getting is Helping me To cope with people. I get out now sometim by myself. I don't

talk to people that munch I am Thank For The help. I like (staff name). Her is my friend. I need more help on my illness examples direct information I like coming here cause it is a nice Friendly place too be It's nice and clean and the saff is really Friendly and

helpful Good place to retrive a treatment plan I like it here because the staff is very good because they help me and encourage me. (Staff name) and (Staff name) is the best!! I need some help from doctor (Diagnoses) So far the services that were provided has been going just fine haven't been at the center that long but hoping

to get more out of my time here I have to tell you that you are one of the best (consumer name) and our home. You are one of mty best case

Manager- Please keep it up my dear and God bless you. The provider for {personal signature} Home. . . {personal signature}

I feel I have good services. My needs have been fulfilled. I am encouraged to take my medication.

46

I need a new doctor. (Staff name) is never here or always late to see me. I like to request a new doctor its imperative that I do. Thank you!

I like the services and the staff because I feel safe. And they treat me really good. Good treatment! I have been helped a lot since I first started coming (1996?) I was in an emotional bad state when I started

coming. Now I feel so much better and am at peace with myself. I love moing to the Development Centers. They treat me with the upmost respect I love them ALL I really love

(staff member) even though she's my case manager enjoy coming to see her she make my day. I love the center thank you.

{personal signature} Housing Assistance. I receiving help with housing assitance. I strongly appriciate it. I enjoy talking to my therapist cause he helps me to focus on my goals that I need to focus on and keeps me

from thinking negative thoughts. Empathy -Cultural Identity -null -Review -Compassion Meditation -Positive intention for others -null Compassion

for others No I am good thanks {personal signature} no thank you I feel confident that receiving help from the Development and staff will help me inprove my quality of living and

help me to better adapte to my current etended Family and inlaws. Since my daugter is involved in out of the country military duty my situation and position as the prayer waorier of our family is more inducd than ever. I'd like to learn more about workshops for seniors or arts and crafts people.

(Staff member) my casemanager listen to me help me everyone listen to me when I am upset she help me work threw it.

Always returns phone call provides me with different things for family. The service is good My time is short, no waiting staff treats me with respect! It's very helpful and careing people very good (Staff member) is very good with help me. With everything and very helpful. Everybody take time out to listen and care about my feeling Overall I have great faith in the D.C.I they have help me in so many way the staff. I don't relly have the words :-)

{personal signature}

West - Adult Outpatient I have no complaints. I actually changed from the mental health services that I was receiving downtown to this

one and Im glad I made the switch because I love it here and I will continue to come. Thank you =) Very professional staff. Respectful of my needs and understanding of my problems. {personal signature} Service was excellent! Great staff and resources! Everyone has been very helpful and I love having the pharmacy there also. Its very convenient I'm glad I chose to come here for treatment. Just wish we could employ a psychiatrist/psycologist for times when us consumers need a little help with

extraordinary issues problems outside normal hours of operations. (Nights/weekends- stabenow bill full implentation)

47

Development Centers is a real productive part of my life in helping gain perspective in the mental illness and treatments and also life plans I have. From staff to nurses, therapist and doctors, Development Centers have helped me at every turn.

I've been with development center a while and I have no problems. I enjoy coming to the development centers it's convienet and everyone is nice to me Staff and doctors always make me feel safe and are friendly and attentive to my needs. I am very pleased with Dev. Ctr. Services. Very Satisfied with overall services that I receive at the Development Center. I lvoe my team. {personal

signature} I enjoy Dev. Cen. I have to be more pleased, well satisfied with everyone here. I am very proud of that, thank-you {personal

signature} I've been coming to Development Center for 2 yrs. At first I was hesitate, but I learned that their services

(psychological, therapy) was just what I needed! I'm so grateful for Development Centers. No comment I'm so happy with the help and support from this center "Thanks to all" I'm very satisfied! We like coming to Development Center. I don't feel supported or respected. The receptionist has been rude and disrespectfuul; stand offish and

desmissive. On two occassions I have received unsealed summaries or services letter sent to my house. I don’t think the Development center regard my sensative home life as valid issue in my life. My relationship with my yanvly has been largely ignored and pushed under the rug. I don't feel respected at development Center. I am currenly searching for other treatment optons. I don't think my privacy or confidentiality is being maintained.

My name is {personal signature}I have been coming here since 2007. I started coming because I was so overwhelmed with problems from job, relationship w/ spouse, children, family and just life. I was seeing (staff member) at the time. She was very helpful and kind. I started seeing (staff member). I was sad and shy about still coming to Development. I was not ready for a change. But, (staff member) and (staff member) made a very nice transition for me to continue to come. I am so gladthat I still come. (staff member) have been very helpful and supportive with my problems and relationships with family and life. I am thankful for (staff member), doctor (staff member), the pharmacy, and staff. Thank you, {personal signature}

Great staff free 4 everyone with (null) and are very caring to their patient I like how I think better than when I first came in I can talk more (null) of being personal and some sometimes I

can tell people off when they need it and then they leave me alone I have been a long time receipent of services here at the development center (adult outpatient) services. I can

truly say that I'am completely satisfied. I appreciate everything they do for me {personal signature}. (staff name) has been great pleasure & a big help its, a nice and clean facility everybody is welcoming and respectful. Staff is professional Development Centers Helped me a lot and respect me as a client, a person, and they take the time to answer all

my questions and concerns without and hesitation Im Thankful For them. Thank's for asking I need all the help I can get my (null) is to stay connected. Well I feel that the service is excellent and that I can talk my problems out to the staff. Please continue the services that you do They truly seem to be heart-felt and compassionate. I am extremely grateful that the services and treatment I receive continues to make my recover sustaining,

48

quality impacting and steadily improving myself. I will continue to treat at the Development Center, because of their professionalism, their medical treatment skills are helpful and the entire staff show so much passionate care for their clients and patients. {personal signature}

I am thankful for the services and knowledge I am receiving Here! Thank-you! manning has helped me so much My therapist (staff name)is great and my psychiarist (staff name) is too. I love coming here it makes me feel good when I leave and I love my Doctor…. Thank you God Bless. I love the support that I received from (staff name) keep up the good work. I can truly say Ive enjoyed coming here. She been such a great person to hel[p me with my issues to were I look

forward to ming into her office Great support staff for patients to be helped with their problems. Very beneficial programs that could be

expanded. I feel I can talk with my therapist Lee about anything and I like my Doctor (staff name) I really appreciate (staff name) and (staff name). They are so patient with me. When I'm up or down they keep

me level. You should be more free with meds. I previously stated that… I've been to different facilities, and, delt with other theraputic means, and here, I've

received the best, most compassionate, realy caring help. I have no negative comments. I feel good when I come 2 development center and I luv miss (staff name) she is my therapist. She it good a

lisines I luv it here 4 ever 4 real 4show {personal signature} I appreciate the services that I have received from Development Center. Thank you I like DCI Everything is Peach Dandy as Far as I'm Concerned {personal signature} No comment Staff helps me to matain medication awareness and helps me to understand what my medication does for me. Thank you Development Center 1). (staff name) 3). Medicine Drose of Knock me out 5). Unless they have other pressing matters 6). You better

know if pharmacy (staff name) 7). Bostford- Development Center Pharmacy Specialist Even after missed- late home or no shows from transportation 12). Yes. I see at least 3 does. More years of help. I'm 57 years old.

I like the staff. They help me to function with life issues. I feel that my child received very good service. As a parent I was able to get help as well. "I think you are excellent, you have helped her a lot." "When we reschedule appts with the doctor, why do we have to speak with the therapist first?"

Supportive Housing Services All staff have treated me with respect and helped me with all of my questions and all other problems that I have

had. I have really injoy (staff name). But I feel the only close to talk to is (staff); But (staff) is good to; they mean the

world to me; and always happy to see everone it has been a blessing to me thank you for all your help I appreciate my servise and everyone there is so helpful and cheerful I've been coming for about 10 yrs now and

I've come a long way. Thank God for places like this. I love everyone in the development centers

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Development Center is a very good organization and I feel very comfortable at the present time Sincerely {personal signature} 9/28/16

The people at the Development Center have been verry helpful to me in every way Thank's to every one there {personal signature}

I thank you The people at Development Center are real good people and they are very understanding

Children Services Survey Responses by Children

Children’s Home Based well I like going to see (staff name) shea she is nice to me and helpful I used to be suicidal and felt alone and afraid to share my feelings and Ms. (staff name) and Ms. (staff name) and

Mrs.. (staff name)have helped me greatly. the therapy has made me feel safe and able to talk about my abuses and bullying situations in foster care and in schools.... I love DCI and have been here for 7 whole years and have

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gotten better since then. Thank you. -{personal signature} I want coloring pages and paper in the lobby. I want to play Monopoly. I would like to watch despicable me (staff name) and doctor (staff name) are awesome! (Pictured illustrated) My therapist helps me mored then my other one did and I think I'm trying to change I don't think I know I am. My therapis really takes her time and also hear me out. Don't have any comments but I would like to go back with (staff name) (staff name) is awesome she is a great therapist.

DD Full Circle Since I've been coming here I get more help that I neededd and I feel better expressing myself here than any

other place. Thank you for your time for time to shine (staff name)has been helpful with identifying services to help with the goals identified in plan. My mom is happy to send me here and sometime my mom a little bit off subject. Thank you for all the services Thanks for all the services "Im happy." -Annonymous

JJ Mental Health No comments recorded**

North Central- Children’s Outpatient Without my therapist I might have killed myself. (staff) is very helpful to me. Ever since I started coming here I feel more safe and reliefed. (staff) is doing a great job :-) I love this Well my therupist is very nice and she under stands me This is very helpful to me and I'm glad I'm here. I really like it. It helps me cop with my anger. I love this center [depiction drawn]

School Based Have more board games. I love (staff name) and (staff name) so much! =) I love (staff name) she's very special. Thanks for everything doing avery great job. Please keep it up. It's really helping us a lot. So thank you. [depiction drawn] The team that specalizes in Development Centers in Mumford are a pleasant easy going and home felt group

they meaning (staff name) and (staff name) both hear my thoughts out and find vaulable situation to advise from a student I'd choose them to get the job done.

I think everything became better since I started to go to the development center because everything isn't as hard like any other times.

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I'm confused, I think, I don't know. I feel fine even tho all the things I been throw or saw. I love coming to the Development Center Shool just started, I be able to answer questions more accuratly in the future I feel safe talking to (staff name)

South- Children’s Outpatient "I learned a lot." I like (staff name) She is amazing "I have fun here." (staff name) is a very helpful therapist to me. She is very nice and wonderful to me and my mom every session

we have with her, I like (staff name) is my favorite therapist now and i'm very happy that she's my therapist. i don't feel better since i started therpary I want to do gymnastics no comment at this time. I need help when I get in troble no "Lovely" "Thank you".

Wraparound I love my treatment team I still support my kids. I love my kids. My kids want fun, movie, more. I like this Development Center. Everyone is very Helpful to me (staff name) is very very Helpful. {personal signature} (staff name) has been outstanding in her care and help for my family. Yet more (null) is needed to help stablize

(null) in (null) ie- Transportation- food- clothing- deposits- moving cost. Even at a one time per year help for these emergencies.

Survey Results by Program – Parent/Guardian’s Responses

Children’s Home Based wonderful service Totally and unequivocally satisfied! We are so appreciative of the level of respect, knowledge, competence,

caring and compassion exhibited by administration, therapists, doctor and auxiliary staff members. As our multi-sib family celebrates a decade of forever family status...:) on this "Gotcha Day" 2016, we know that we could not have gotten to this juncture of the journey without EACH OF YOU!! So we celebrate Development

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Centers, Inc. as well and are hopeful this entity will stay in business for many years to come, to help socially and emotionally needy families like ours who desperately need the support, knowledge and guidance to make it day by day to raise loving, caring and productive youth. THANK YOU, THANK YOU ALL! (list of staff names)and all the other names that my head forgot - we love you and thank GOD for each of you!

I think that the development center has helped my daughter tremendously, this talbot has been a great help! Get a new nurse who is respectful Me and my family we are very satisfied with the services from the Development Center. From the {personal

signature} family we say Thank you and keep up the Good work with helping families like us. First, thank you for asking us as consumer's our opinions and feeling's toward the services rendered. 1.

Recreational Therapy- Field Trip's- peer support- giftcards For incentives for good behaviors and accomplishment's for cilents. 2. Funding for families in need of emergency support- food- moving cost- rent- deposit- clothing- school supplies etc... (even on a one time a year basis) 3. part time work (paid) for teen to be involved with minor jobs and support for new clients. 4. Transportation for those in dire need- for- grocery shopping school appointments- Look for housing by way and cooperation with other agencies that are already in place doing so, and would be more than honored to work hand in hand with the (Development Centers) 5. Set up department that handles the need afformetions in full timje capacity and in conjunction wit fundraisers ie-carnival's health fairs, family gathering with staff and mentor's in place. Sincerely Respectfully {personal signature} (personal contact information}

I just need her medication, and so far things have work in our flavor {personal signature} DCI has always been great, the staff is always very helpful. DCI is always helpful, concerned, the staff is always very professional (null) give 100%. Excellent Service! Thanks! Enjoy working (services) with (staff name)

DD Full Circle I feel very comfortable with the team that is working with me and my family. Sometimes the times for my daughter's therapy aren't always that convenient for me. However, I do realize

that she isn't my daughter's therapist's only client and so sometimes I have to adjust my schedule to bring her & I'm OK with that.

I had fun using the gym and playing Basketball with my therapist They are very helpful!! It's all good! Very pleased with the staff and I love the new location. It's even closer to our home. Its very clean and safe

environment. (Stafff name) was beyond helpful to us and we are very happy with our services I wish the McKenny Center currently doesn't have the extended day like the Telegraph location has. I hope

this is in the works. I really want my daughter to get the help that she needs. But. I don’t' want her to miss time or days from school to come here.

(Staff name) does a great job and we enjoy our services, we will continue to come for supports Thanks for

ECFS-Home Based My experience with Developmental Center has been a great one and all the staff I've meet has treated us with

much Respect. (Staff name) is a good therapist and help to my family I am glad to have her in my life. (staff name) was very good when it came to schedualing and worked with me! She always's gives me different

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resources! Development Center is very helpful in my life and my child's, I'm happy I gotten service here. The girls really enjoy seeing (staff name) they look forward to their weekly visits thank you so much DCI is a great help to me & my family. I love the service that my child recieve I see improvements in my child

with the help and services from the development center. I love DCI and I recommend them to anyone who needs the help.

I love the work and support (staff name) gives my family. However I believe Development Center Needs to have their security walk around they parking lot because cilents feel they can do what they want when nobody is looking. Somebody when I was there in the build and my car was parked with my 6mth old children in it with my sister in the car with them him my car and then theartened my sister in the car with them him my car and then thearten my sister and told her it ws nothing she could do about it. I did make a police report and my vechile was insurace at the time as well and the client did not get brought to justice either this is unacceptable. at all. Thank you.

I enjoy getting servicees at Development Centers they been helping me for years very supportive. I am satisfied with all the services. (staff name) is awesome. My daughter looks forward to seeing her each week. We have learned a lot from

her. I'm happy with my foster cild progress and hwo the staff works with my family Thanks

ECFS Outpatient No comments recorded**

JJ Mental Health Very pleased with the services my son is receiving and its helping him to "open up" more… {personal signature} Very satisfiede with services.

North Central Outpatient I do not like children and adults beibng in the same place children should be in a building just for kids and

also then should a different bathroom for kids and not share bathroom with adults. There is anything I would change.. Thank you for being polite, courtesy, and caring of my daughter needs. Keep up the great work. I feel that development centers staff are very personable and it makes us feel open to recieve available help. This place has been a life saver for my family. The patients is diong so much better and we are working

together.

School Based Turn over rate of your doctors is annoying to me as a parent. My time is precious and when you given an appt

but it is written incorrectly and then your told to come another day it is frustrating. If I could choose another center for my child I would just because of the little things like this.

The development has help my son in a lot of ways he is doing so much better in school and home The staff is great and I really appreciate the help that is given, with the staff help I was able to find out what

the problem was and I was helped with a solution and now my son is back on track. The Beech- Development Center Rocks!

The school year just begin, I can give more input in the questions in the near future

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South Outpatient keep up the good work The services we received were great. We appreciate the help very much. My daughter has progressed a great

deal, with the services here. Thank you for your time, understanding, and most of all your patience. Development Centers has done a great job! I love the programs that the center have for the familes that's in need and the staff is vary understanding and

very respectful to the clintes they are great I will always come back if needed No comment new therapist just don't want here therapist to keep changing excellent service (s) So far everything is well, and a therapist was readily made available quickly. I am just thankful for services like these I would love {child’s name} to receive group therapy with other children at some point. I think that it would be

extremely beneficial for him. the program should really consider offering group. I believe that the services provided by Development Centers have truly impacted my child's overall

development. He has made significant advancement with expressing and controlling himself in many situations. I would definitely refer Development Centers to others who are in need of treatment.

Hoping in the fall that the scheduling will be able to work out with the doctor and therapist. "Why does (staff name) have to leave us?"

Wraparound

I, {personal signature} as a guardian of my grandchild, {consumer name}, is very satisfied with the wraparoudn program. (staff name) the represenitive is very helpful and understanding. My grandson, {consumer name} has E.I. and is also still dealing with the death of his Mom, and I, a 69 year old Grandmother don't understand a lot of theings from the school system, and he always tells us about different activities. The development center on telegraph, everyone is very friendly, never had to wait beyond my appointment time. Nurse (staff name) is very charming.(staff name) is very understanding with [consumer name}, and the receptionists are so polite. {personal signature}{personal contact information}

Appendix B - Survey Tool Templates (Adult, Children’s, Parent/Guardian’s)

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Appendix C- Consumer Satisfactions Survey Plan

Consumer Satisfaction Survey 2016 Plan

Our Goal:

To collect surveys from 100% of the consumers who have an open case between August 15, 2016 and September 30, 2016

Who:

Consumers served by one of Development Center’s mental health programs during that timeWhat:

A brief, 5-10 minute survey to evaluate consumers’ experiences and satisfaction with Development Centers’ services

When:

Collection will begin at 8:00am on Monday, August 15th and end at 5:00pm on Friday, September 30thWhere:

At Development Centers and community based locations How:

Color coded paper copies will be distributed to each program o Each lobby will have a box to place completed surveyso May also be turned in to support staff

The survey will also be available online for consumers who would prefer to take the survey on the computer

o Computers will be set up at South, West, North Central and McKenny sites with access to the website, so please watch for further information regarding specifics

o Please encourage consumers to take the survey online here rather than at home, a library, etc.The Plan

1. The official period for collecting surveys is August 15, 2016 through September 30, 2016. We all need to work as a team to collect as many surveys as possible to more accurately assess and evaluate consumer satisfaction. Not only do responses help us better understand consumer experiences, but they also support positive change to better meet the needs of the people we serve. Consumers who complete the survey will receive a small gift as a thank you for their time and feedback. Small gifts will be distributed to each building as soon as they arrive.

Appendix C- Consumer Satisfactions Survey Plan

2. Each department/program will have a color coded survey to help evaluation processes run smoothly. It is extremely important to make sure the consumers fill out the survey with the correct color and heading corresponding to their program involvement. This data will be analyzed and reported to both DWMHA

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and BHPI. A master copy for each program will be emailed to support staff and Directors at each building.

3. Home-Based/ACT/Omega/Outreach programs will provide consumers with an envelope for the completed survey, to promote anonymity of responses. Please have consumers complete the survey while you are in the home. Again, it should only take 5-10 minutes. If you wait until the following week, or have them mail it back, it is unlikely it will be returned, so please don’t delay!

4. Foster Grandparents and therapists will provide COP’s children and parents with a paper copy or direct them to the computer for online completion, either before or after seeing their therapist or psychiatrist. Your job will be to ensure the consumer has completed a survey during the collection period, and remember we need a response from both the youth and their parent/guardian.

5. In AOP, the front desk will offer each person a paper satisfaction survey, or direct them to the computer at the time they sign in for their appointment. Your job as a clinician/case manager will be to follow up with each consumer to ensure they completed a survey. If they have not, stress the importance and value of their feedback and offer them a paper copy, or direct them to the online survey.

6. Please identify a person in your program to collect completed surveys at the end of each week and place them in inter-office mail to the attention of Tanisha Black- QI Director at the North Building.

Your participation and compliance, in addition to consumer participation, is extremely important to the success of this evaluation. The surveys are a chance to hear positive feedback and praise for the work you all do! Aggregate data will be evaluated and a report will be made available to the public.

Please see your program manager or director for any additional questions!

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Survey Report - Updated 1.19.17

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