2016 customer satisfaction survey results - afmc · 2017-01-13 · arkansas’ community mental...

ARKANSAS’ COMMUNITY MENTAL HEALTH CENTERSSATISFACTION SURVEY, ADULT AND CHILD

2016 Customer Satisfaction

Survey Results

EXECUTIVE SUMMARY ......................................................................1SURVEY OVERVIEW AND METHODOLOGY .....................................5 • Background.................................................................................. 5 • Survey Instrument ....................................................................... 5 • Sample Size and Response Rates ................................................. 6 • Sampling Frame .......................................................................... 6 • Survey Procedure ......................................................................... 6 • Survey Tracking ............................................................................ 7 • Disqualified Surveys..................................................................... 7 • Non-returned Surveys .................................................................. 8 • Spanish-language Surveys ........................................................... 8 • Sample Disposition ...................................................................... 8 • Survey Response and Population Characteristics ....................... 11GENERAL FINDINGS: ADULT AND CHILD/ADOLESCENT SURVEYS .......................................................15 • Adult and Child/Adolescent Domains ......................................... 15 • Overall Ratings of Provider Treatment and Counseling ............... 17FINDINGS: ADULT SURVEY ............................................................19 • Adult Domain Questions Analysis .............................................. 19 • Key Findings — Adult Survey .................................................... 20 • Detailed Analysis of Adult Survey Responses ............................. 22

• Domain scores by gender (Question 2) ................................. 22 • Domain scores by payment sources (Question 5) .................. 23 • Domain scores by length of time until first appointment (Question 53) .................................. 24 • Domain scores by first appointment meeting needs (Question 54) ............................................... 25 • Domain scores by age categories (Question 1)...................... 26 • Domain scores by race categories (Question 4) ..................... 27 • Employment status (Questions 55, 56 and 57) ..................... 28

• Homelessness (Questions 58, 59 and 60) ............................. 29 • Criminal justice involvement (Questions 43–51) .................. 29 • Currently getting services from this center (Question 42) ..... 30 • Experience with other mental health providers (Questions 62 and 63) ........................................... 31

FINDINGS: CHILD/ADOLESCENT SURVEY ....................................33 • Child/Adolescent Domain Questions Analysis ............................ 33 • Key Findings — Child/Adolescent Survey .................................. 35 • Detailed Analysis of Child/Adolescent Survey Responses ........... 36

• Domain scores by gender (Question 2) ................................. 36 • Domain scores by payment sources (Question 5) .................. 37 • Domain scores by length of time until first appointment (Question 56)........................................... 38 • Domain scores by first appointment meeting needs (Question 57) ............................................................. 39 • Domain scores by age categories (Question 1)...................... 40 • Domain scores by race categories (Question 4) ..................... 41 • Current medication status (Question 37) .............................. 42 • Juvenile justice involvement (Questions 41, 42, 43, 47, 48 and 49) ................................... 43 • School issues reported (Questions 44, 45, 46, 50, 51, 52, 53 and 54) ....................... 44 • Currently getting services from his center (Question 39) ...... 46 • Experience with other mental health providers (Questions 59 and 60) ........................................... 47

WARDS OF STATE COMPARISON ...................................................49APPENDIX A: Adult Survey Responses .........................................51APPENDIX B: Child/Adolescent Survey Responses ....................67

TABLE OF CONTENTS

ARKANSAS’ COMMUNITY MENTAL HEALTH CENTERSSATISFACTION SURVEY, ADULT AND CHILD

2016 Customer SatisfactionSurvey Results

ARKANSAS’ COMMUNITY MENTAL HEALTH CENTERS SATISFACTION SURVEY, ADULT AND CHILD • 2016 CUSTOMER SATISFACTION SURVEY RESULTS | PAGE 1

Executive Summary

AFMC conducted a mail survey to evaluate adult and child/adolescent clients’ satisfaction with the services they received from the state’s community mental health centers and clinics (CMHCs). The adult and child/adolescent versions of the Mental Health Statistics Improvement Project (MHSIP) consumer satisfaction

surveys were used along with added items of local interest. In order to ensure that enough completed surveys were available to allow results valid at the 95 percent confidence level with a five-point confidence interval, a random sample of 1,949 adults and 1,955 children/adolescents was taken. The stratified sample of clients receiving services between July 1, 2015, and Dec. 31, 2015, was drawn from each CMHC in proportion to the number of patients of that center compared with the statewide total of CMHC patients. The analyzable sample size after exclusion of ineligibles and adjusting for bad addresses was 1,619 for adults and 1,736 for the child/adolescent surveys. Ultimately, a total of 448 (28%) adult and 432 (25%) child/adolescent surveys was available for analysis.

The MHSIP survey responses from related questions were combined to form domains of various aspects of client satisfaction. Both the adult and child/adolescent surveys measured the domains of satisfaction with access, outcomes, participation in treatment planning and overall satisfaction with services, as well as social connectedness and improved functioning. The adult survey also measured satisfaction with quality/appropriateness of services, while the child/adolescent survey also measured satisfaction with staff cultural sensitivity. In addition to these satisfaction domain areas, the adult survey asked questions regarding employment status, homelessness and criminal justice involvement, while the child/adolescent version inquired about juvenile justice involvement and school issues. Both surveys asked about experience with other mental health providers in addition to the CMHC providing services.

The percentage of favorable domain scores was calculated by determining the percentage of respondents indicating an above-average favorable rating on the questions comprising the domain. The percentage of favorable domain scores for 2016 was compared with the domain scores obtained in the 2015 survey. None of the differences was statistically sig-nificant. The percentage of child respondents responding positively also remained steady in all domains from 2015 to 2016, and there were no significant differences. For adults, the highest domain scores for 2016 were in overall satisfaction (80%) and satisfaction with quality and appropriateness (79%), while the lowest domain score was for social connect-edness (55%). For child/adolescent respondents, the highest domain score was in the area of cultural sensitivity of staff (89%), while the lowest domain scores were in the areas of perceptions of outcomes (58%) and improved functioning (60%).

Although not statistically significant, a correspondingly higher proportion of adults (12% versus 9%) rated their treatment and counseling at the specified clinic as poor in 2016 when compared to 2015.


The percentage of favorable domain scores for different groups of respondents was compared for both the adult and child survey populations. Comparisons included were by gender, payment source, length of time to first appointment, age, race, first appointment meeting needs, employment status and whether the respondent is currently getting services from the same center.

Notable findings from these comparisons for adult respondents include: ■■ Males had non-significantly higher ratings than females in the overall satisfaction,

satisfaction with access, satisfaction with outcomes and social connectedness domains.

■■ Those whose services were paid for completely or in part by Medicaid show higher favorable percentages in all domains except for the improved functioning domain. However, none of the differences were significant.

■■ Those who indicated they waited less than two weeks for their first appointment showed statistically more favorable percentages in overall satisfaction, satisfaction with access, satisfaction with participation in treatment planning, and satisfaction with quality and appropriateness domains compared with those who indicated they waited more than two weeks.

■■ Eighty-two percent of respondents indicated that their first appointment was soon enough to meet their needs. These individuals had domain score percentages that were statistically more favorable than those who indicated the wait time did not meet their needs in all domains.

■■ Respondents ages 45 and older reported more favorable domain percentages in all domains except the satisfaction with quality and appropriateness domain; however, domain scores were significantly higher only in the satisfaction with outcomes and improved functioning domains.

■■ Minorities reported a significantly more favorable percentage in the social connectedness domain.

■■ Those who indicated they were employed in the last 12 months (N=65) indicated significantly lower ratings in the overall satisfaction domain. They also had lower ratings on all other domains, but those were not significant.

■■ Ten percent of those responding (N=435) indicated they had been homeless in the past 12 months.

■■ In 2016, 13 percent (N=401) indicated they had ever been arrested.

■■ Seventy-nine percent of respondents indicated they are still getting services from their current center. These respondents indicated significantly higher ratings in all domains.

Notable findings for child/adolescent respondents for the above noted group compari-sons include:

■■ Females indicated slightly more favorable scores than males in all domains except for the satisfaction with access domain. However, these differences were not statistically significant.


■■ In 2016, the favorable percentage in satisfaction with participation in treatment planning was significantly higher for respondents for whom Medicaid paid all or part of the charges for services when compared with the rates for parents/caregivers of children/adolescents for whom Medicaid was not a payment source.

■■ Those who indicated that the length of time until their first appointment was less than two weeks show significantly higher favorable percentages when compared with those whose appointment was more than two weeks in the satisfaction with cultural sensitivity, improved functioning and social connectedness domains.

■■ Ninety percent of parents/caregivers indicated that the time to their first appointment met their needs. These respondents had statistically significant higher percentages in all domains.

■■ Parents/caregivers of children ages 1–9 indicated significantly higher ratings in the satisfaction with outcomes, social connectedness and improved functioning domains than parents/caregivers of children/adolescents ages 10–18.

■■ In 2016, there were no significant differences in domain scores between whites and minorities.

■■ Those parents/caregivers with children currently on medication reported significantly lower rates in the satisfaction with outcomes and improved functioning domains.

■■ In 2016, 5 percent (N=404) of parents/caregivers of children/adolescents indicated their child had ever been arrested.

■■ Those who responded that their child’s grades had improved had percentages that were significantly more favorable than those who indicated that their child’s grades had not improved as a result of mental health services.

■■ Sixty-seven percent of parents/caregivers of children/adolescents responded that their child/adolescent is still getting services from their current center; their responses were significantly more positive in all domains than those who were not.

■■ Those children/adolescents who were wards of the state had significantly higher satisfaction ratings when compared with the remainder of the respondents in the satisfaction with outcomes and improved functioning domains.


BACKGROUND

AFMC has conducted yearly surveys to evaluate adult and child/adolescent ben-eficiaries’ satisfaction with the services they received from Arkansas’ CMHCs since 2005. The survey is conducted for the Department of Human Services’ Division of Behavioral Health Services (DBHS) and Division of Medical Services (Medicaid).

The CMHCs are also active partners in this project. The major areas of interest are satisfac-tion with access, outcomes, participation in treatment planning, social connectedness, improved functioning and overall satisfaction with services. The adult version of the survey also measures satisfaction with quality/appropriateness of services, while the child/ado-lescent version also measures satisfaction with the cultural sensitivity of staff. The results show where CMHCs are meeting or exceeding patients’ expectations as well as areas of potential improvement. These results will be sent to a benchmarking database, where Arkansas’ results will be presented with the results from other states to provide a national picture of consumer satisfaction with public mental health services.

SURVEY INSTRUMENTThe adult and child/adolescent versions of the MHSIP consumer satisfaction surveys were used. A MHSIP policy group has worked for more than 20 years to develop standards for collecting mental health data, including consumer satisfaction survey data. In 2007, the MHSIP surveys were expanded to add items measuring two additional domains (social connectedness and improved functioning) and to cover outcomes in the areas of criminal/juvenile justice contact and, for children, school attendance. The adult survey is completed by the adult beneficiary of services, while the child/adolescent survey is completed by the parent/guardian of the child/adolescent beneficiary of services. A number of items of local interest were added to both the adult and child/adolescent MHSIP surveys. These additional items brought the final adult version to 64 items (see Appendix A) and the child/adolescent version to 61 items (see Appendix B). Both surveys focused primarily on experiences with a specific CMHC. Questions were also asked about other mental health services received and satisfaction with these services.

Survey Overviewand Methodology


SAMPLE SIZE AND RESPONSE RATESTo ensure that at least 380 adult and 375 child/adolescent surveys would be available for analysis in order to allow a 95-percent confidence level with a five-point confidence inter-val, a sample of 1,949 adults and 1,955 children/adolescents was taken, using each CMHC as strata. A sample from each center was taken proportional to the number of patients at that center as compared with the entire statewide patient population of CMHCs. After adjusting for incorrect addresses, 1,626 adult beneficiaries and the parents/guardians of 1,754 child/adolescent beneficiaries received surveys. A total of 458 adult surveys and 440 child/adolescent surveys was returned, resulting in cooperation rates of 28 percent and 25 percent, respectively. After eliminating surveys that were determined to be ineligible, 448 adult surveys (28%) and 432 child/adolescent surveys (25%) were available for analysis. Table 1 shows the sample size and response rates for the 2015 and 2016 surveys.

TABLE 1. Sample size and response rates

MENTAL HEALTH SURVEYSADULT 2015

ADULT 2016

CHILD 2015

CHILD 2016

Survey sample size 1,610 1,626 1,702 1,754

Total surveys returned 487 458 466 440

Cooperation rate 30% 28% 27% 25%

Analyzable sample size 1,605 1,619 1,657 1,736

Analyzable surveys 483 448 461 432

Response rate 30% 28% 28% 25%

SAMPLING FRAMEUsing the CMHC as strata, a random sample was taken of CMHC patients with a listed mailing address who had at least one clinical service in the six-month time period of July 1, 2015, through Dec. 31, 2015. Adults are defined as those ages 18 years or older, and children/adolescents are those ages 17 years or younger. SURVEY PROCEDUREAFMC conducts surveys using the Healthcare Effectiveness Data and Information Set (HEDIS®) protocol. HEDIS is a set of standardized performance measures designed to ensure that purchasers and consumers have the information they need to reliably com-pare the performance of managed health care plans. HEDIS is sponsored, supported and maintained by the National Committee for Quality Assurance (NCQA). Following the HEDIS protocol, an advance letter, written on DBHS letterhead and signed by the division director, was mailed to each selected adult beneficiary. For the selected child/adolescent benefi-ciary, the parent/guardian received the advance letter. The letter explained the purpose of the survey, informed the beneficiary of its confidential and voluntary “nature” and gave information on requesting a Spanish-language version of the survey. Approximately two weeks later, a packet containing a questionnaire was sent with a postage-paid return enve-lope and a cover letter to the beneficiary. The cover letter, on DBHS letterhead and signed

HEDIS® is a registered trademark of the National

Committee for Quality Assurance (NCQA).


by the DBHS director, reiterated the information in the advance letter and gave specific instructions on completing and returning the survey. A reminder postcard was mailed ap-proximately 10 days later to those beneficiaries who did not respond. Approximately one month after the initial survey was sent, a second survey was mailed to any beneficiary with a valid address who had not returned a survey. Approximately two weeks after the second survey, a second reminder postcard was mailed to beneficiaries with a valid address who had not returned a survey.

All mail was sent bulk rate with return receipt and address correction requested; letters and surveys that were returned as undeliverable, with an address correction, were re-mailed. Because beneficiary telephone numbers were not available, telephone follow-up of non-respondents was not performed.

TABLE 2. Survey mailingsADULT AND CHILD MAILINGS ADULT CHILDAdvance letter June 20, 2016 June 21, 2016

First survey July 11, 2016 July 12, 2016

First reminder postcard July 20, 2016 July 21, 2016

Second survey Aug. 10, 2016 Aug. 11, 2016

Second reminder postcard Aug. 22, 2016 Aug. 23, 2016

Data cutoff Sept. 19, 2016 Sept. 19, 2016

SURVEY TRACKINGA unique number was assigned to each survey for tracking purposes only. This tracking number was used so that a second survey could be mailed to non-responders but not to those who had already completed and returned the survey. Beneficiary confidentiality was never compromised.

DISQUALIFIED SURVEYSAdult and child surveys received after the cut-off date of Sept. 19 were excluded from the survey analysis. Surveys without any valid responses were not analyzed. These exclusions were made based on the standard HEDIS/CAHPS® protocol and recommendations.

CAHPS® is a registered trademark of the

Agency for Healthcare Research and

Quality (AHRQ).


NON-RETURNED SURVEYSOf the 1,501 adult and 1,523 child surveys that were not returned or were not eligible for analysis, AFMC tracked the reasons why these surveys were not returned or were ineligible for analysis following NCQA guidelines.

TABLE 3. Non-returned or ineligible surveysNON-ANALYZABLE SURVEYS ADULT CHILDIncorrect address 323 201

No response after maximum attempts 1,164 1,300

Beneficiary refusal 7 4

Beneficiary deceased 1 1

Beneficiary mentally incapacitated 6 0

Does not meet eligibility criteria* 0 17

*Recipient not receiving services or did not meet the age criteria

SPANISH-LANGUAGE SURVEYSAFMC translates all surveys in Spanish and provides the Spanish-language version to beneficiaries by request. Of the 458 adult surveys that were returned, none were completed in Spanish. Of the 440 child surveys that were returned, two surveys were completed in Spanish.

SAMPLE DISPOSITIONTables 4 and 5 on the next two pages show for each CMHC the following data on the disposition of the sample from that CMHC:

■■ The number of sample records from the CMHC

■■ The number of bad addresses from the CMHC

■■ The rate of bad addresses for the CMHC

■■ The number of usable sample records with valid addresses from the CMHC

■■ The number of analyzable surveys as defined by the criteria outlined above from the CMHC

■■ The response rate for the CMHC


TABLE 4. Adult survey clinic dispositions

2016 ADULT SURVEY CLINIC NAMES

NUMBER OF SAMPLED RECORDS

NUMBER INELIGIBLE

PERCENT INELIGIBLE

ANALYZABLE SAMPLE SIZE

ANALYZABLE SURVEYS

RESPONSE RATE

Centers for Youth and Families 7 4 57% 3 1 33%

Community Counseling Services 138 23 17% 115 29 25%

Counseling Associates, Inc. 186 41 22% 145 43 30%

Delta Counseling Associates, Inc. 68 10 15% 58 13 22%

GAIN 6 3 50% 3 0 0%

Health Resources of Arkansas 209 44 21% 165 43 26%

Little Rock Community Mental Health Center 122 28 23% 94 27 29%

Mid-South Health Systems 313 54 17% 259 65 25%

Ozark Guidance Center 235 38 16% 197 52 26%

Professional Counseling Associates 65 11 17% 54 19 35%

South Arkansas Regional Health Center 94 12 13% 82 26 32%

Southeast Arkansas Behavioral Healthcare System, Inc. 138 12 9% 126 42 33%

Southwest Arkansas Counseling and Mental Health Center 116 11 9% 105 30 29%

The Birch Tree Communities, Inc. 24 8 33% 16 7 44%

The Counseling Clinic 70 5 7% 65 17 26%

Western Arkansas Counseling and Guidance Center 158 26 16% 132 34 26%

TOTAL 1,949 330 17% 1,619 448 28%


TABLE 5. Child survey clinic dispositions

2016 CHILD SURVEY CLINIC NAMES

NUMBER OF SAMPLED RECORDS

NUMBER INELIGIBLE

PERCENT INELIGIBLE

ANALYZABLE SAMPLE SIZE

ANALYZABLE SURVEYS

RESPONSE RATE

Centers for Youth and Families 119 11 9% 108 27 25%

Community Counseling Services 167 24 14% 143 27 19%

Counseling Associates, Inc. 195 27 14% 168 35 21%

Delta Counseling Associates, Inc. 51 4 8% 47 11 23%

Health Resources of Arkansas 96 9 9% 87 27 31%

Mid-South Health Systems 350 43 12% 307 81 26%

Ozark Guidance Center 468 46 10% 422 108 26%

Professional Counseling Associates 30 3 10% 27 4 15%

South Arkansas Regional Health Center 68 3 4% 65 8 12%

Southeast Arkansas Behavioral Healthcare System, Inc. 114 7 6% 107 31 29%

Southwest Arkansas Counseling and Mental Health Center 55 8 15% 47 12 26%

The Counseling Clinic 68 10 15% 58 14 24%

Western Arkansas Counseling and Guidance Center 174 24 14% 150 47 31%

TOTAL 1,955 219 11% 1,736 432 25%


SURVEY RESPONSE AND POPULATION CHARACTERISTICSTables 6–9 provide details about demographics and other characteristics of the adult and child/adolescent survey responses. Demographic characteristics include age, gender, race and ethnicity. Other characteristics include payment source (Medicaid or not), currently in treatment at the CMHC and length of time in treatment at the CMHC.

TABLE 6. Adult survey demographics

2016 ADULT MENTAL HEALTH SURVEY – DEMOGRAPHICSSURVEY

REPONSESSAMPLE

PERCENT*POPULATION

PERCENT*

STATISTICALLY SIGNIFICANT

(P < 0.05)Q1: What is your age now?

18 to 24 26 5.8% 12.9% Yes

25 to 34 58 13.0% 22.7% Yes

35 to 44 90 20.1% 22.5% No

45 to 54 107 23.9% 22.3% No

55 to 64 123 27.5% 14.7% Yes

65 to 74 34 7.6% 3.9% Yes

75 or older 9 2.0% 1.0% Yes

Q2: Are you male or female?

Male 169 38.1% 42.1% No

Female 275 61.9% 57.9% No

Q3: Are you of Hispanic or Latino origin or descent?

Yes, Hispanic or Latino 16 3.8% 1.6% Yes

No, not Hispanic or Latino 409 96.2% 98.4% Yes

Q4: What is your race?

White 320 72.4% 74.0% No

Black or African-American 92 20.8% 24.6% No

Asian 2 0.5% 0.4% No

Native Hawaiian or other Pacific Islander 1 0.2% 0.1% No

American Indian or Alaska Native 5 1.1% 0.3% Yes

More than one race reported 22 5.0% 0.7% Yes

*Totals may not equal 100% due to rounding. Unknown responses were removed from analysis.

As seen above, the majority of survey respondents were ages 35–64 and female. Most respondents are white and not of Hispanic or Latino descent. Also, in comparing the sample with the population, adults ages 18–34 are underrepresented and adults ages 55 and older are overrepresented. Males are slightly underrepresented, forming only 38.1 percent of the sample compared with 42.1 percent males in the population.


TABLE 7. Child survey demographics

2016 CHILD MENTAL HEALTH SURVEY – DEMOGRAPHICSSURVEY

REPONSESSAMPLE

PERCENT*POPULATION

PERCENT*


(P < 0.05)Q1: What is your child’s age now?

2016 age groups

• 1 to 9 144 35.6% 37.8% No

• 10 to 17 260 64.4% 62.3% No

2016 age groups

• 1 to 6 47 11.6% 14.6% No

• 7 to 12 187 46.3% 40.2% Yes

• 13 to 17 170 42.1% 45.2% No

Q2: Is your child male or female?

Male 246 56.9% 57.4% No

Female 186 43.1% 42.6% No

Q3: Is your child of Hispanic or Latino origin or descent?

Yes, Hispanic or Latino 28 6.6% 7.6% No

No, not Hispanic or Latino 398 93.4% 92.4% No

Q4: What is your child’s race?

White 298 70.3% 73.4% No

Black or African-American 83 19.6% 23.3% No

Asian 4 0.9% 0.3% Yes

Native Hawaiian or other Pacific Islander 0 0.0% 0.2% No

American Indian or Alaska Native 7 1.7% 0.5% Yes

More than one race reported 32 7.5% 2.5% Yes

*Totals may not equal 100% due to rounding. Unknown responses were removed from analysis.

As is seen above, more parent or caregiver respondents of children of ages 10–17 completed surveys than those of ages 1–9. This age group also formed a large proportion of the population from which the sample was pulled. More respondents had male children, and the majority stated their child’s race was white and not of Hispanic or Latino descent. In comparing the sample with the population, those with children ages 7 - 12 are significantly overrepresented. Those who reported their child’s race as white are slightly underrepresented, while those that reported their child’s race as multiracial are overrepresented.


TABLE 8. Other characteristics from adult survey

2016 ADULT MENTAL HEALTH SURVEY – OTHER CHARACTERISTICSSURVEY

REPONSESSAMPLE PERCENT

Q5: How much of the treatment or counseling you received in the last 12 months was paid for by Medicaid?

All treatment or counseling was paid for by Medicaid 266 61.9%

Only part of the treatment or counseling was paid for by Medicaid 65 15.1%

None of the treatment or counseling was paid for by Medicaid 99 23.0%

Q42: Are you currently getting services from this provider?

Yes 344 78.5%

No 94 21.5%

Q52: How long ago did you first contact the clinic for services?

Less than 6 months 33 7.7%

At least 6 months but less than 1 year 48 11.2%

At least 1 year but less than 2 years 83 19.3%

At least 2 years but less than 5 years 98 22.8%

At least 5 years or more 168 39.1%

TABLE 9. Other characteristics from child survey

2016 CHILD MENTAL HEALTH SURVEY – OTHER CHARACTERISTICSSURVEY

REPONSESSAMPLE PERCENT

Q5: How much of the treatment or counseling your child received in the last 12 months was paid for by Medicaid?

All treatment or counseling was paid for by Medicaid 365 85.1%

Only part of the treatment or counseling was paid for by Medicaid 23 5.4%

None of the treatment or counseling was paid for by Medicaid 41 9.6%

Q39: Is your child still getting services from this center?

Yes 277 66.7%

No 138 33.3%


Less than 6 months 38 9.3%

At least 6 months but less than 1 year 68 16.7%

At least 1 year but less than 2 years 130 31.9%

At least 2 years but less than 5 years 116 28.5%

At least 5 years or more 55 13.5%


ADULT AND CHILD/ADOLESCENT DOMAINS

Following the standard procedures for the MHSIP surveys, responses from certain related questions were combined to form domains of various aspects of beneficiary satisfaction. The domains reflect respondents’ satisfaction in various areas related to their care at a specific CMHC. Although using somewhat different questions, both

the adult and child/adolescent surveys measured satisfaction with access, outcomes, participation in treatment planning and overall satisfaction with services, as well as social connectedness and improved functioning. The adult survey version also measured satisfaction with quality/appropriateness of services, while the child/ adolescent survey version also measured satisfaction with staff cultural sensitivity.

Per the federal guidelines used to score the survey domains, only respondents who answered at least two-thirds of the questions comprising that domain were included in the domain calculation. Respondents with more than one-third of the questions missing were excluded from the calculations. To score a particular domain, the responses for the series of questions comprising that domain were added together to produce a sum total. The sum total was then divided by the number of questions answered, which produced the mean score, also referred to as the average domain score.

The adult and child/adolescent versions of the survey have different numerical rating scales. For the adult version, lower numerical values indicate higher levels of satisfaction, and mean domain scores of less than 2.5 are the criteria for a positive domain rating. For the child/adolescent version, higher numerical values indicate higher levels of satisfaction, and mean domain scores of more than 3.5 are the criteria for a positive domain rating. Thus, for adults, the numerator for each domain was the number of respondents with a positive rating score − a mean score of less than 2.5. The child/adolescent numerator for each domain was the number of respondents with a positive rating score − a mean score of greater than 3.5. The denominator was the number of respondents included in a particular domain measure.

Table 10 provides the overall calculations for each of the domains for both the adult and child/adolescent surveys. The entries in the table show the percent of those with a favorable rating for the domain. The 2015 results have been provided for comparison. The “statistically significant” column indicates whether the 2016 score was significantly different from the 2015 score.

General Findings:Adult and Child/Adolescent Surveys


TABLE 10. Adult and child/adolescent domains

DOMAINSADULT 2015

ADULT 2016


(P < 0.05)CHILD 2015

CHILD 2016


(P < 0.05)Overall satisfaction 81% 80% No 75% 73% No

Access 77% 77% No 82% 81% No

Outcomes 58% 58% No 60% 58% No

Participation in treatment planning 66% 62% No 81% 81% No

Quality and appropriateness 78% 79% No N/A N/A No

Cultural sensitivity of staff N/A N/A No 91% 89% No

Social connectedness 55% 55% No 73% 70% No

Improved functioning 56% 57% No 62% 60% No

KEY FINDINGS ■■ For adults, the highest domain scores for 2016 were in overall satisfaction (80%), quality

and appropriateness (79%), and satisfaction with access (77%). The lowest domain score was social connectedness (55%).

■■ The percentage of adult respondents responding positively in the participation in treatment planning domain decreased by four percentage points from 2015 to 2016. However, this decrease was not significant.

■■ For children, the highest domain score for 2016 was cultural sensitivity of staff (89%), and the lowest scores were perceptions of outcomes (58%) and improved functioning (60%).

■■ The percentage of adult and child respondents responding favorably remained steady in all domains from 2015 to 2016 with no significant differences.


OVERALL RATINGS OF PROVIDER TREATMENT AND COUNSELINGQuestions were included on both the adult and child/adolescent mental health surveys to allow respondents to rate the treatment and counseling received at their specified clinic and, if applicable, treatment from all mental health care providers, including their specified clinic.

The following table shows the results from these two questions and the ratings from both surveys. Following standard HEDIS protocol, a 0–10 scale was used, with 0 identified as the “worst mental health clinic possible” and 10 identified as the “best mental health clinic possible.” To allow for more meaningful interpretation of the responses, the 0–10 scale used in the questions was collapsed into three categories:■ 8–10 = Excellent

■ 5–7 = Good

■ 0–4 = Poor

In Table 11, the 2015 results have been provided for comparison. The “statistically significant” column indicates whether the 2016 scores were statistically different from the 2015 scores.

TABLE 11. Overall ratings of provider treatment and counseling

OVERALL RATINGS COLLAPSED SCORINGADULT 2015

ADULT 2016


(P<0.05)CHILD 2015

CHILD 2016


(P<0.05)Treatment 8–10 = Excellent 65% 65% No 60% 59% No

and counseling 5–7 = Good 26% 23% No 29% 32% No

at specified clinic 0–4 = Poor 9% 12% No 10% 9% No

All treatment 8–10 = Excellent 39% 50% No 54% 49% No

and counseling 5–7 = Good 53% 38% No 38% 41% No

0–4 = Poor 9% 12% No 8% 10% No

KEY RESULTS■■ Sixty-five percent of adult respondents rated the treatment and counseling received at

their clinic as “excellent,” while 59 percent of parents/caregivers of children/adolescents receiving mental health services rated their child’s/adolescent’s treatment and counseling this way in 2016.

■■ In 2016, the highest percentage of adult respondents (50%) as well as parents/caregivers of children/adolescent respondents (49%) rated all treatment and counseling as “excellent.”


ADULT DOMAIN QUESTIONS ANALYSISTable 12 shows the questions used in the adult survey to calculate the domain scores as well as the percentage of respondents rating each item with either a “1 = Strongly Agree” or “2 = Agree.”

TABLE 12. Adult domain questions

2016 ADULT DOMAINS* AND QUESTIONS NCOMBINED “STRONGLY AGREE” AND “AGREE” PERCENT

Overall satisfaction (domain score = 80%, N = 439)

I liked the services that I received here (Q6) 434 352 81%

If I had other choices, I would still get services from this agency (Q7) 437 335 77%

I would recommend this agency to a friend or family member (Q8) 436 354 81%

Satisfaction with access (domain score = 77%, N = 444)

The location of services was convenient (Q9) 440 386 88%

Staff were willing to see me as often as I felt was necessary (Q10) 440 349 79%

Staff returned my calls within 24 hours (Q11) 423 333 79%

Services were available at times that were good for me (Q12) 443 382 86%

I was able to get all the services I thought I needed (Q13) 442 337 76%

I was able to see a psychiatrist when I wanted to (Q14) 426 294 69%

Perceptions of outcomes (domain score = 58%, N = 415)

I deal more effectively with daily problems (Q26) 412 281 68%

I am better able to control my life (Q27) 415 275 66%

I am better able to deal with crisis (Q28) 412 259 63%

I am getting along better with my family (Q29) 409 260 64%

I do better in social situations (Q30) 410 221 54%

I do better in school and/or work (Q31) 285 120 42%

My symptoms are not bothering me as much (Q33) 411 222 54%

My housing situation has improved (Q32) 359 192 53%

Satisfaction with participation in treatment planning (domain score = 62%, N = 429)

I felt comfortable asking questions about my treatment and medication (Q16) 429 363 85%

I, not staff, decided my treatment goals (Q22) 429 256 60%

Satisfaction with quality and appropriateness (domain score = 79%, N = 436)

Staff here believed that I can grow, change and recover (Q15) 419 313 75%

I felt free to complain (Q17) 428 320 75%

Staff told me what side effects to watch out for (Q20) 428 311 73%

Staff respected my wishes about who is and who is not to be given informa-tion about my treatment (Q21) 431 396 92%

Staff were sensitive to my cultural/ethnic background (Q23) 414 324 78%

Findings: Adult Survey


2016 ADULT DOMAINS* AND QUESTIONS NCOMBINED “STRONGLY AGREE” AND “AGREE” PERCENT

Staff helped me obtain the information I needed so I could take charge of managing my illness (Q24)

427 319 75%

I was given information about my rights (Q18) 432 374 87%

Staff encouraged me to take responsibility for how I live my life (Q19) 428 359 84%

I was encouraged to use consumer-run programs (Q25) 405 239 59%

Social connectedness (domain score = 55%, N = 411)

I am happy with the friendships I have (Q38) 400 253 63%

I have people with whom I can do enjoyable things (Q39) 409 245 60%

I feel I belong in my community (Q40) 402 199 50%

In a crisis, I would have the support I need from family or friends (Q41) 409 280 68%

Improved functioning (domain score = 57%, N = 428)

I do things that are more meaningful to me (Q34) 423 250 59%

I am better able to take care of my needs (Q35) 426 266 62%

I am better able to handle things when they go wrong (Q36) 425 234 55%

I am better able to do things that I want to do (Q37) 426 243 57%

My symptoms are not bothering me as much (Q33) 421 225 53%

*Note: Only respondents who answered at least two-thirds of the questions comprising that domain were included in the domain calculation. Respondents with more than one-third of the questions missing were excluded from the calculations. To score a particular domain, the responses for the series of questions comprising that domain were added together to produce a sum total. The sum total was then divided by the number of questions answered, which produces the mean score. The numerator for each domain was the percent of respondents with a mean score of less than 2.5. The denominator was the number of respondents included in a particular domain measure.

KEY FINDINGS — ADULT SURVEY■■ In the overall satisfaction domain, for the most part, respondents were satisfied

with the treatment received at their clinic. Eighty-one percent said that they would recommend the agency to a friend or family member, and 81 percent of respondents said that they liked the services they received at the clinic. If given other choices, 77 percent would still get services from their clinic.

■■ In the satisfaction with access domain, 86 percent of respondents reported positively that services were available at times good for them, and 88 percent reported the location was convenient for them. Seventy-nine percent said that staff members were willing to see them as often as necessary and indicated that staff returned calls within 24 hours. Seventy-six percent of respondents reported they were able to get all the services they thought they needed, and 69 percent said that they were able to see the psychiatrist when they wanted.


■■ In the perceptions of outcomes domain, the highest proportion of respondents reporting positively was for the statements that they were more effectively dealing with their daily problems (68%) and were better able to control their life (66%). Sixty-three percent said they were better able to deal with crisis, and 64 percent were getting along better with family. Less than half (42%) of respondents reported they were doing better in school and/or work.

■■ Results pertaining to the satisfaction with participation in treatment planning domain were mixed. While 85 percent of respondents reported they felt comfortable asking questions about their treatment and medication, only 60 percent of respondents said that they, not staff, decided their treatment goals.

■■ Regarding the satisfaction with quality and appropriateness domain, the highest proportion of respondents reported positively that staff respected their wishes about who is or is not to be given information about their treatment (92%) and that they were given information about their rights (87%). Eighty-four percent said staff encouraged them to take responsibility for how they lived their lives, and 78 percent said that staff members were sensitive to their cultural/ethnic background. Seventy-five percent of respondents said they felt free to complain; that staff helped them obtain the information needed to take charge of managing their illness, and staff believed they could grow, change and recover. The lowest proportion of respondents reported they were encouraged to use consumer-run programs (59%).

■■ The lowest percentage of respondents (55%) responded positively to the social connectedness domain, with the highest percentage of respondents reporting positively that, in a crisis, they would have the support they needed from family or friends (68%). Sixty-three percent said they were happy with the friendships they have, and 60 percent said they have people with whom they can do enjoyable things. Only 50 percent feel they belong in their community.

■■ In the improved functioning domain, 62 percent reported they were better able to take care of their needs, and 59 percent indicated they do things that are meaningful to them. Fifty-three percent responded that their symptoms were not bothering them as much, and 57 percent responded positively that they were better able to do things they want to do.


DETAILED ANALYSIS OF ADULT SURVEY RESPONSESThe following sections contain more detailed analysis of adult survey responses and relat-ed key findings. Several sections compare the percentage of favorable adult domain scores for different groups of respondents. The percentage of favorable domain scores shows the percentage of respondents in the group whose overall average rating was less than 2.5. The higher the percentage of favorable domain scores, the higher the level of client satis-faction. For comparison purposes, the 2014 results are also presented. In all comparisons below, statistical significance is tested at the 95-percent confidence level with a five-point confidence interval.

Domain scores by gender (Question 2)Table 13 compares the percentage of favorable domain scores for males with those for females.

TABLE 13. Percentage of favorable domain scores by gender

ADULT DOMAIN RATESMALE 2015

FEMALE 2015


MALE VS. FEMALE

2015MALE 2016

FEMALE 2016


MALE VS. FEMALE

2016Overall satisfaction 81% 81% No 81% 79% No

Satisfaction with access 77% 77% No 80% 75% No

Satisfaction with outcomes 62% 56% No 61% 56% No

Satisfaction with participation in treatment planning 65% 67% No 62% 62% No

Satisfaction with quality and appropriateness 76% 79% No 78% 80% No



KEY FINDINGS■■ In 2016, males had non-significantly higher ratings in the overall satisfaction,

satisfaction with access, satisfaction with outcomes and social connectedness domains.

■■ In 2015, males had non-significantly higher ratings in the satisfaction with outcomes, social connectedness and improved functioning domains.


Domain scores by payment sources (Question 5)Table 14 compares the percentage of favorable domain scores of those for whom Medicaid paid all or part of the charges for services with the scores of those for whom Medicaid was not a payment source.

TABLE 14. Percentage of favorable domain scores by payment source

ADULT DOMAIN RATES

ALL OR PART

MEDICAID 2015

NON MEDICAID

2015


MEDICAID VS. NON MEDICAID

2015

ALL OR PART

MEDICAID 2016

NON MEDICAID

2016



2016Overall satisfaction 83% 74% Yes 81% 78% No



Satisfaction with participation in treatment planning 70% 55% Yes 64% 56% No




KEY FINDINGS■■ In 2016, respondents whose services were paid for, in whole or part, by Medicaid

show higher favorable percentages in all domains except for the improved functioning domain. However, none of the differences was significant.

■■ In 2015, respondents whose services were paid for, in whole or part, by Medicaid show significantly higher favorable percentages in the overall satisfaction and satisfaction with participation in treatment planning domains.


Domain scores by length of time until first appointment (Question 53)Respondents were asked about the length of time from their initial contact with the clinic until their first appointment. Tables 15a and 15b (2015 and 2016, respectively) compare the percentage of favorable domain scores for those respondents who had a first appoint-ment within two weeks of initial contact with the clinic with the scores of those whose first appointment was longer than two weeks after initial contact with the clinic.

TABLE 15a. Percentage of favorable domain scores by length of time until first appointment, 2015

ADULT DOMAIN RATES

LESS THAN 2 WEEKS

2015

MORE THAN 2 WEEKS

2015

DON'T REMEMBER

2015


LESS VS. MORE 2015

Overall satisfaction 87% 73% 78% Yes

Satisfaction with access 85% 58% 77% Yes

Satisfaction with outcomes 62% 49% 56% No

Satisfaction with participation in treatment planning 69% 62% 65% No

Satisfaction with quality and appropriateness 83% 69% 76% Yes

Social connectedness 57% 51% 54% No

Improved functioning 60% 49% 53% No

TABLE 15b. Percentage of favorable domain scores by length of time until first appointment, 2016

ADULT DOMAIN RATES

LESS THAN 2 WEEKS

2016

MORE THAN 2 WEEKS

2016

DON'T REMEMBER

2016


LESS VS. MORE 2016

Overall satisfaction 84% 69% 78% Yes



Satisfaction with participation in treatment planning 71% 51% 56% Yes

Satisfaction with quality and appropriateness 88% 70% 73% Yes

Social connectedness 58% 50% 54% No



KEY FINDINGS■■ Those who indicated they waited less than two weeks for their first appointment in

both 2015 and 2016 showed statistically significant higher percentages in the overall satisfaction, satisfaction with access, and satisfaction with quality and appropriateness domains. In 2016, a statistically significant higher percentage was also noted for the satisfaction with participation in treatment planning domain.

■■ As seen in the response frequency for Question 53 shown in Appendix A, for 2016, 31 percent of the sample could not remember the length of time between their initial contact with the CMHC and their first appointment. Of those who reported remembering, 73 percent reported having the first appointment within two weeks of initial contact, and 9 percent reported a first appointment more than 30 days after the initial contact.

Domain scores by first appointment meeting needs (Question 54)In a slightly different approach to the issue of first-appointment experience, beneficiaries were asked if the first appointment was soon enough to meet their needs. Table 16 com-pares the percentage of favorable domain scores for those respondents who indicated the time until their first appointment met their needs with the scores of those who responded that the time until their first appointment did not meet their needs.

TABLE 16. Percentage of favorable domain scores by first appointment meeting needs

ADULT DOMAIN RATESYES

2015NO

2015


YES VS. NO 2015

YES2016

NO 2016


YES VS. NO 2016

Overall satisfaction 86% 59% Yes 86% 54% Yes

Satisfaction with access 84% 42% Yes 85% 40% Yes

Satisfaction with outcomes 64% 30% Yes 66% 28% Yes

Satisfaction with participation in treatment planning 71% 43% Yes 68% 44% Yes

Satisfaction with quality and appropriateness 85% 49% Yes 86% 50% Yes

Social connectedness 61% 27% Yes 60% 35% Yes

Improved functioning 61% 36% Yes 65% 26% Yes

KEY FINDINGS ■■ As seen in the response frequency to Question 54 shown in Appendix A, for 2016, 82

percent of respondents reported that their first appointment was soon enough to meet their needs.

■■ At a 95-percent confidence level, all domain score percentages in both 2015 and 2016 were significantly more favorable for individuals who indicated that the length of time until their first appointment met their needs compared with individuals who indicated it did not meet their needs.


Domain scores by age categories (Question 1)Table 17 compares the percentage of favorable domain scores for respondents between ages 18 and 44 and respondents ages 45 and older.

TABLE 17. Percentage of favorable domain scores by age category

ADULT DOMAIN RATES18 – 44 IN 2015

45+ IN 2015

STATISTICALLY SIGNIFICANT AGE

GROUPS 201518 – 44 IN 2016

45+ IN 2016

STATISTICALLY SIGNIFICANT AGE

GROUPS 2016Overall satisfaction 77% 83% No 76% 83% No


Satisfaction with outcomes 54% 60% No 52% 63% Yes




Improved functioning 51% 60% No 49% 63% Yes

KEY FINDINGS ■■ In 2016, respondents ages 45 and older reported more favorable percentages in all

domains except the satisfaction with quality and appropriateness; however, scores were significantly higher in the satisfaction with outcomes and improved functioning domains.

■■ In 2015, respondents ages 45 and older reported more favorable percentages in all domains except the satisfaction with treatment planning and satisfaction with quality and appropriateness; however, none of the differences was statistically significant.


Domain scores by race categories (Question 4)Table 18 compares the percentage of favorable domain scores for white respondents with those of minority respondents.

TABLE 18. Percentage of favorable domain scores by race categories

ADULT DOMAIN RATESWHITE

2015

MINORITY*

2015


WHITE VS. MINORITY

2015WHITE

2016

MINORITY*

2016


WHITE VS. MINORITY





Satisfaction with quality and appropriateness 75% 84% Yes 78% 81% No

Social connectedness 54% 56% No 52% 65% Yes


* Minority category includes multiracial

KEY FINDINGS■■ In 2016, minorities reported a significantly more favorable percentage in the social

connectedness domain.

■■ In 2015, minorities reported a significantly more favorable percentage in the satisfaction with quality and appropriateness domain.


Employment status (Questions 55, 56 and 57)Respondents were asked whether they had held employment during the previous 12 months and, if so, for how long. They were also asked if the mental health services they received from the CMHC had helped them find or keep a job, either full- or part-time.

KEY FINDINGS■■ During the past 12 months, 15 percent of respondents indicated they had held some

kind of employment that paid at least minimum wage, while 85 percent indicated holding no employment. Of those holding employment, 58 percent indicated they held employment that was full-time, while 42 percent indicated it was part-time. Only one respondent indicated they held both a full-time and part-time job.

■■ Of the 60 beneficiaries who indicated the length of employment held, 57 percent indicated they held employment in the range of nine to 12 months. The remaining 43 percent of respondents indicated employment of less than nine months.

■■ Seventeen respondents indicated that the mental health services they received from the CMHC helped them find or keep a job. This represents approximately 4 percent of the 448 respondents who returned analyzable surveys. Using the six-month CMHC adult enrollment figure (38,061), the projected number of adults who have found these services helpful in either finding or holding employment during this six-month period is 1,444.

■■ As seen in the Table 19, the only significant difference between those who were employed and those who indicated no employment in the last 12 months was in the overall satisfaction domain.

TABLE 19. Percentage of favorable domain scores by employment status

ADULT DOMAIN RATESEMPLOYED IN THE LAST 12 MONTHS

NOT EMPLOYED IN THE LAST

12 MONTHS


EMPLOYED VS. NOT2016

Overall satisfaction 66% 82% Yes

Satisfaction with access 71% 79% No

Satisfaction with outcomes 55% 59% No

Satisfaction with participation in treatment planning 59% 63% No

Satisfaction with quality and appropriateness 75% 81% No

Social connectedness 52% 55% No

Improved functioning 56% 57% No


Homelessness (Questions 58, 59 and 60)Respondents were asked whether they had experienced homelessness in the previous 12 months and, if so, for how long. They were also asked if the mental health services they received from the CMHC helped them find a place to live.

KEY FINDINGS■■ Of the 435 respondents answering the question regarding homelessness, 42 (10%)

reported experiencing homelessness during the past 12 months.

■■ Of the 37 respondents who reported on the length of homelessness experienced, four (11%) reported the homelessness lasted less than a week, and 10 (27%) reported being homeless at least 9–12 months.

■■ Nine individuals indicated the services they received from the CMHC helped them find a place to live. This represents 2 percent of the 448 beneficiaries returning analyzable surveys. Using the six-month CMHC adult enrollment figure (38,061), the projected number of adults who have found these services helpful in finding a place to live is 765.

Criminal justice involvement (Questions 43 through 51)Respondents were asked if they had been arrested during various time periods in the past. Also, respondents were asked if they had spent any time in jail or prison during the past 12 months and, if so, for how long.

KEY FINDINGS■■ Of the individuals who began treatment in the past 12 months, 20 (19%) reported

having been arrested since starting treatment, and 22 (20%) reported being arrested in the year before that.

■■ In a slightly different approach to the issue of the association between being in treatment and criminal justice involvement, for those in treatment for less than a year, of the 105 individuals responding, 19 (18%) indicated that their encounters with the police had been reduced since they began receiving mental health services, while 12 (11%) reported their contact level remained the same. Three of the individuals indicated that it had increased (3%). For 71 (68%), this question was not relevant. When these 71 for whom the question is not relevant are excluded from the analysis, 56 percent indicated a reduction, 35 percent indicated the level remained the same, and 9 percent indicated an increase in criminal justice contact.

■■ Of the individuals who had been in treatment for at least 12 months, 12 (4%) indicated they had been arrested in the previous 12 months, and 13 (5%) indicated an arrest in the 12 months prior to that.

■■ The group that had been in treatment at least 12 months was asked about their encounters with police during the past 12 months. Thirty (12%) indicated that contact had been reduced, 16 (6%) indicated it had remained the same, six (2%) indicated it


had increased and 203 (80%) indicated the question was not applicable to them. When these 203 for whom the question is not applicable are excluded from the analysis, 58 percent indicated a reduction in criminal justice contact, 31 percent indicated the level remained the same and 12 percent indicated an increase.

■■ Overall, 25 (6%) respondents indicated that they had spent time in jail in the past 12 months. Of the 24 indicating length of imprisonment, six (25%) indicated the time in jail was less than 24 hours, while seven (29%) indicated the time in jail ranged between four and 12 months. The 25 individuals also represent 6 percent of the 448 beneficiaries returning analyzable surveys. Using the six month CMHC adult enrollment figure of 38,061, the projected number of adults in that group who had spent time in jail during the previous year was 2,124.

Currently getting services from this center (Question 42)Seventy-eight percent of respondents indicated that they are still getting services from this center. Table 20 compares the percentage of favorable domain scores for those currently getting services from this center with the scores of those who are no longer getting ser-vices and indicates whether these differences are statistically significant.

TABLE 20. Percentage of favorable domain scores by current center

ADULT DOMAIN RATES

CURRENTLY RECEIVING

SERVICES AT THIS CENTER

2016

NOT CURRENTLY RECEIVING

SERVICES AT THIS CENTER

2016


CENTER VS. NOT 2016


Satisfaction with access 84% 54% Yes

Satisfaction with outcomes 65% 33% Yes

Satisfaction with participation in treatment planning 67% 44% Yes

Satisfaction with quality and appropriateness 84% 62% Yes

Social connectedness 62% 33% Yes

Improved functioning 64% 31% Yes

KEY FINDING■■ Those respondents still receiving services from this clinic had significantly more

favorable domain percentages in all domains.


Experience with other mental health providers (Questions 62 and 63)Respondents were asked if they had received any mental health services from any provid-ers in addition to the CMHC and, if so, from what type of provider(s). Table 21 provides the utilization for the provider types from which CMHC beneficiaries reported also receiving mental health services.

TABLE 21. Utilization of mental health servicesQ63: IN THE LAST 12 MONTHS, DID YOU GET MENTAL HEALTH SERVICES FROM (CHECK ALL THAT APPLY): UTILIZATIONAnother community mental health center 19

Private mental health agency 3

Mental health professional in private practice, such as a psychiatrist, psychologist, social workeror counselor 19

Family doctor 18

A psychiatric hospital or residential treatment facility 18

Hospital emergency room 14

Other 17

KEY FINDINGS■■ Of the 436 respondents answering the question regarding experiences with other

mental health providers, 75 individuals (17%) indicated they had also received mental health services somewhere besides their CMHC.

■■ Of the 75 individuals who indicated where they had received mental health services from somewhere besides their usual clinic, 63 percent reported receiving mental health services from one other provider, while 33 percent reported receiving mental health services from two or more other providers. Three (4%) did not respond.


CHILD/ADOLESCENT DOMAIN QUESTIONS ANALYSIS

Table 22 shows the questions used in the 2016 child survey to calculate the domain scores, as well as the percentage of respondents rating each item with either a “4 = Agree” or “5 = Strongly Agree.”

TABLE 22. Child/adolescent domain questions

2016 CHILD DOMAINS* AND QUESTIONS N

COMBINED “STRONGLY AGREE”

AND “AGREE” PERCENTOverall satisfaction (domain score = 73%, N = 428)

Overall, I am satisfied with the services my child received (Q6) 424 332 78%

The people helping my child stuck with us no matter what (Q9) 426 341 80%

I felt my child had someone to talk to when he/she was troubled (Q10) 428 343 80%

The services my child and/or family received were right for us (Q12) 427 315 74%

My family got the help we wanted for my child (Q15) 424 313 74%

My family got as much help as we needed for my child (Q16) 427 281 66%

Satisfaction with access (domain score = 81%, N =426 )

The location of services was convenient for us (Q13) 426 371 87%

Services were available at times that were convenient for us (Q14) 426 362 85%

Perceptions of outcomes (domain score = 58%, N = 425 )

My child is better at handling daily life (Q21) 424 263 62%

My child gets along better with family members (Q22) 424 254 60%

My child gets along better with friends and other people (Q23) 422 266 63%

My child is doing better in school and/or work (Q24) 425 270 64%

My child is better able to cope when things go wrong (Q25) 423 250 59%

I am satisfied with our family life right now (Q26) 423 266 63%

Satisfaction with participation in treatment planning (domain score = 81%, N = 430)

I helped choose my child's services (Q7) 428 341 80%

I helped choose my child's treatment goals (Q8) 430 349 81%

I participated in my child's treatment (Q11) 427 382 89%

Cultural sensitivity (domain score = 89%, N = 425 )

Staff treated me with respect (Q17) 425 386 91%

Staff respected my family's religious/spiritual beliefs (Q18) 424 377 89%

Staff spoke with me in a way that I understood (Q19) 425 393 92%

Staff were sensitive to my cultural/ethnic background (Q20) 420 357 85%

Social connectedness (domain score = 70%, N = 420 )

I know people who will listen and understand me when I need to talk (Q28) 418 310 74%

I have people that I am comfortable talking with about my child’s problems (Q29) 420 325 77%

In a crisis, I would have the support I need from family or friends (Q30) 420 302 72%

I have people with whom I can do enjoyable things (Q31) 416 277 67%

Findings: Child/Adolescent Survey


2016 CHILD DOMAINS* AND QUESTIONS N

COMBINED “STRONGLY AGREE”

AND “AGREE” PERCENTImproved functioning (domain score = 60%, N = 423)

My child is better able to do things he or she wants to do (Q27) 421 273 65%

My child is better at handling daily life (Q21) 422 263 62%

My child gets along better with family members (Q22) 423 254 60%

My child gets along better with friends and other people (Q23) 422 266 63%

My child is better able to cope when things go wrong (Q25) 421 250 59%

*Note: Only respondents who answered at least two-thirds of the questions comprising that domain were included in the domain calculation. Respondents with more than one-third of the questions missing were excluded from the calculations. To score a particular domain, the responses for the series of questions comprising that domain were added together to produce a sum total. The sum total was then divided by the number of questions answered, which produces the mean score. The numerator for each domain was the percent of respondents with a mean score of greater than 3.5. The denominator was the number of respondents included in a particular domain measure.


KEY FINDINGS — CHILD/ADOLESCENT SURVEY■■ In the overall satisfaction domain, 80 percent of parents/caregivers of children/

adolescents receiving mental health services reported the people helping their child/adolescent stuck with them no matter what. Eighty percent also indicated they felt that their child had someone to talk to when he/she was troubled. Seventy-eight percent were satisfied with the services their child received, and 74 percent felt the services their child and/or family received were right for them. Seventy-four percent of parents/caregivers of children/adolescents reported their family got the help they wanted for their child. Sixty-six percent of parents/caregivers reported positively that their family got as much help as they needed for their child/adolescent.

■■ In general, parents/caregivers of children/adolescents receiving mental health services reported positively across the access domain. Eighty-seven percent of parents/caregivers reported the location of services was convenient. A slightly lower percentage (85%) reported that services were available at times that were convenient for them.

■■ Slightly less than two-thirds of parents/caregivers of children/adolescents receiving mental health services responded that their child/adolescent gets along better with family members, friends and other people. Sixty-three percent are satisfied with family life right now, 62 percent reported positively that their child/adolescent is better at handling daily life, and 64 percent reported their child is doing better in school and/or work. The lowest proportion responding positively was in the area of their child being better able to cope when things go wrong (59%).

■■ Parents/caregivers of children/adolescents receiving mental health services generally reported positively across the participation in treatment planning domain. Eighty-nine percent of respondents reported they participated in their child’s/adolescent’s treatment, and the majority of parents/caregivers reported that they helped to choose their child’s/adolescent’s treatment goals (81%) and services (80%).

■■ Compared with other domains, higher proportions of parents/caregivers responded positively toward survey items in the cultural sensitivity domain. Ninety-two percent reported that staff spoke in a way they could understand, and 91 percent were treated with respect. Eighty-nine percent indicated their family’s religious/spiritual beliefs were respected. A slightly lower proportion reported staff were sensitive to their culture/ethnic background (85%).

■■ In the social connectedness domain, 77 percent of parents/caregivers reported they have people they are comfortable talking with about their child’s problems. Seventy-four percent said they know people who will listen and understand when they need to talk, and slightly fewer said that, in a crisis, they would have the support needed from family or friends (72%). Sixty-seven percent said they have people with whom they can do enjoyable things.

■■ Similar to the outcomes domain, compared with other domains, the improved functioning domain had relatively lower proportions of respondents reporting positively about this aspect of care. Sixty-five percent believe their child/adolescent is better able to do things he or she wants to do, and 60 percent reported their child/adolescent gets along better with family members. Sixty-two percent of parents/caregivers


of children/adolescents reported that their child is better at handling daily life, and 63 percent reported getting along better with friends and other people. Only 59 percent of parents/caregivers reported their child is better able to cope when things go wrong.

DETAILED ANALYSIS OF CHILD/ADOLESCENT SURVEY RESPONSESThe following sections contain more detailed analysis of parent/caregiver survey responses and related key findings. Several sections compare percent favorable child/adolescent domain scores for different groups of respondents. The percentage of favorable domain scores shows the percentage of respondents in the group whose overall average rating was more than 3.5. The higher the percentage of favorable domain scores, the higher the level of client satisfaction. For comparison purposes, the 2015 results are also presented. In all comparisons below, statistical significance is tested at the 95 percent confidence level with a five-point confidence interval.

Domain scores by gender (Question 2)Table 23 compares the percentage of favorable domain scores for parents/caregivers whose child/adolescent is male with parents/caregivers whose child/adolescent is female.

TABLE 23. Percentage of favorable domain scores by gender

CHILD DOMAIN RATESMALE 2015

FEMALE 2015


MALE VS. FEMALE 2015

MALE 2016

FEMALE 2016


MALE VS. FEMALE 2016

Overall satisfaction 77% 72% No 72% 74% No




Satisfaction with cultural sensitivityof staff 92% 91% No 88% 90% No



KEY FINDINGS ■■ The cultural sensitivity of staff domain scores for both males and females were most

favorable, with male at 88 percent favorable and females at 90 percent favorable for 2016. Satisfaction with outcomes was the least favorable for both genders, with males at 57 percent favorable and females at 60 percent favorable.

■■ In 2015, males had more favorable scores than females in all domains. However, these differences were not statistically significant.


Domain scores by payment sources (Question 5)Table 24 compares the percentage of favorable domain scores for parents/caregivers of children/adolescents for whom Medicaid paid all or part of the charges for services with the scores of parents/caregivers of children/adolescents for whom Medicaid was not a payment source.

TABLE 24. Percentage of favorable domain scores by payment source

CHILD DOMAIN RATES

ALL OR PART

MEDICAID 2015

NON MEDICAID

2015



2015

ALL OR PART

MEDICAID 2016

NON MEDICAID

2016






Satisfaction with participation in treatment planning 81% 79% No 83% 68% Yes

Satisfaction with cultural sensitivityof staff 91% 93% No 89% 88% No



KEY FINDINGS ■■ In 2016, the favorable percentage in satisfaction with participation in treatment

planning was significantly higher for respondents for whom Medicaid paid all or part of the charges for services.

■■ In 2015, there were no statistically significant differences between any of the favorable domain rates for parents/caregivers of children/adolescents for whom Medicaid paid all or part of the charges for services and the rates for parents/caregivers of children/adolescents for whom Medicaid was not a payment source.


Domain scores by length of time until first appointment (Question 56)Tables 25a and 25b (for 2015 and 2016, respectively) compare the percentage of favorable domain scores for parents/caregivers whose child/adolescent had a first appointment within two weeks of initial contact with the clinic with the percentage of favorable domain scores of parents/caregivers whose child’s/adolescent’s first appointment was longer than two weeks after initial contact with the clinic.

TABLE 25a. Percentage of favorable domain scores by length of time until first appointment, 2015

CHILD DOMAIN RATES

LESS THAN 2 WEEKS

2015

MORE THAN 2 WEEKS

2015

DON'T REMEMBER

2015

STATISTICALLY SIGNIFICANT LESS

VS. MORE 2015Overall satisfaction 79% 62% 76% Yes




Satisfaction with cultural sensitivity of staff 92% 91% 90% No

Social connectedness 80% 56% 71% Yes


TABLE 25b. Percentage of favorable domain scores by length of time until first appointment, 2016

CHILD DOMAIN RATES

LESS THAN 2 WEEKS

2016

MORE THAN 2 WEEKS

2016

DON'T REMEMBER

2016

STATISTICALLY SIGNIFICANT LESS

VS. MORE 2016Overall satisfaction 77% 70% 70% No

Satisfaction with access 86% 77% 77% No



Satisfaction with cultural sensitivity of staff 94% 84% 87% Yes

Social connectedness 75% 62% 68% Yes

Improved functioning 68% 56% 54% Yes

KEY FINDINGS ■■ In both 2015 and 2016, those who indicated waiting less than two weeks from the

time of their initial contact with the clinic and their first appointment had significantly more favorable percentages in the social connectedness domain. In 2016, the favorable percentages for satisfaction with cultural sensitivity and improved functioning domains were also significantly higher for those who indicated waiting less than two weeks from the time of their initial contact with the clinic and their first appointment.

■■ As seen in the response frequencies for Question 56 shown in Appendix B, 35 percent of parents/caregivers indicated they could not remember the length of time between their initial contact with the CMHC and their child’s/adolescent’s appointment. Of those who


reported remembering, 67 percent reported having the first appointment within two weeks of initial contact, and 9 percent reported a first appointment more than 30 days after the initial contact.

Domain scores by first appointment meeting needs (Question 57)Table 26 compares the percentage of favorable domain scores for parents/caregivers who indicated the time until their child’s/adolescent’s first appointment met their needs with the scores of those of parents/caregivers who indicated the time until their child’s/adolescent’s first appointment did not meet their needs.

TABLE 26. Percentage of favorable domain scores by first appointment meeting needs

CHILD DOMAIN RATESYES

2015NO

2015


YES VS. NO 2015

YES 2016

NO 2016


YES VS. NO 2016

Overall satisfaction 80% 31% Yes 78% 47% Yes

Satisfaction with access 87% 44% Yes 86% 50% Yes

Satisfaction with outcomes 64% 24% Yes 62% 34% Yes

Satisfaction with participation in treatment planning 84% 67% Yes 85% 67% Yes

Satisfaction with cultural sensitivity of staff 94% 73% Yes 92% 66% Yes

Social connectedness 78% 30% Yes 74% 39% Yes

Improved functioning 67% 27% Yes 65% 32% Yes

KEY FINDINGS ■ As seen in the response frequencies for Question 57 shown in Appendix B, 90 percent

of parents/caregivers reported that their child’s/adolescent’s first appointment was soon enough to meet their needs.

■■ Across all domains in both 2015 and 2016, significantly higher proportions of parents/caregivers who indicated the length of time until their child’s/adolescent’s first appointment met their needs gave favorable ratings to each domain compared with parents/caregivers who indicated that the length of time until first appointment did not meet their child’s/adolescent’s needs.


Domain scores by age categories (Question 1)Table 27 compares the percentage of favorable domain scores for parents/caregivers whose child/adolescent is ages 1–9 and parents/caregivers whose child/adolescent is ages 10–18.

TABLE 27. Percentage of favorable domain scores by age category

CHILD DOMAIN RATES1–9

IN 201510–18

IN 2015

STATISTICALLY SIGNIFICANT AGE GROUPS

20151–9

IN 201610–18

IN 2016

STATISTICALLY SIGNIFICANT AGE GROUPS




Satisfaction with participation in treatment planning 87% 79% Yes 86% 78% No

Satisfaction with cultural sensitivity of staff 92% 92% No 92% 88% No

Social connectedness 76% 72% No 78% 65% Yes


KEY FINDINGS ■ In 2016, parents/caregivers of the younger age group indicated significantly higher

ratings for the satisfaction with outcomes, social connectedness and improved functioning domains.

■■ In 2015, parents/caregivers of the younger age group indicated significantly higher ratings for the satisfaction with participation in treatment planning domain.


Domain scores by race categories (Question 4)Table 28 compares the percentage of favorable domain scores for parents/caregivers whose child/adolescent is white compared with parents/caregivers whose child/adoles-cent is of a minority race.

TABLE 28. Percentage of favorable domain scores by race category

CHILD DOMAIN RATESWHITE

2015MINORITY*

2015


WHITE VS. MINORITY

2015WHITE

2016MINORITY*

2016


WHITE VS. MINORITY



Satisfaction with outcomes 64% 49% Yes 58% 56% No




Improved functioning 66% 53% Yes 61% 58% No

* Minority category includes multiracial

KEY FINDINGS■ In 2016, there were no significant differences in domain scores between whites and

minorities.

■■ In 2015, whites reported significantly more favorable percentages in the satisfaction with outcomes and improved functioning domains.


Current medication status (Question 37)Table 29 compares the percentage of favorable domain scores for parents/caregivers of children/adolescents currently taking medication for emotional/behavioral problems with the scores of parents/caregivers whose child/adolescent is not currently taking medication for these problems.

TABLE 29. Percentage of favorable domain scores by current medication status

CHILD DOMAIN RATES

CURRENTLY ON

MEDICATION 2015

NOT CURRENTLY

ON MEDICATION

2015

STATISTICALLY SIGNIFICANT MEDICATION VS. NOT 2015

CURRENTLY ON

MEDICATION 2016

NOT CURRENTLY

ON MEDICATION

2016

STATISTICALLY SIGNIFICANT MEDICATION VS. NOT 2016

Overall satisfaction 75% 75% No 73% 72% No







KEY FINDINGS ■ In 2016, parents/caregivers who reported their child/adolescent was currently on

medication reported significantly lower rates in the satisfaction with outcomes and improved functioning domains.

■■ In 2015, parents/caregivers who reported their child/adolescent was currently on medication reported either similar or slightly higher rates in all domains. None of these differences was statistically significant.

■■ As seen in the response frequencies for Question 38 shown in Appendix B, 85 percent of those who responded that their child was on medication for emotional/behavioral problems and who answered the follow-up question indicated the doctor or nurse told them and/or their child about what side effects to watch for.


Juvenile justice involvement (Questions 41, 42, 43, 47, 48 and 49)Parents/caregivers of children/adolescents were asked if their child/adolescent had been arrested during various time periods in the past.

KEY FINDINGS ■ Parents/caregivers of children/adolescents who began treatment in the past 12 months

reported 10 (6%) having been arrested since starting treatment and seven (4%) arrested in the year before that.

■■ In a slightly different approach to the issue of the association between being in treatment and juvenile justice involvement, for those in treatment for less than a year, of the 174 parents/caregivers responding, 11 (6%) indicated that encounters with the police had decreased since their child began to receive mental health services, 11 (6%) reported their children’s contact level remained the same and four (2%) indicated that it had increased. For 148 (85%), this question was not relevant. When these 148 for whom the question is not relevant are excluded from the analysis, 42 percent (11 of 26) indicated a reduction in criminal justice contact, 42 percent (11 of 26) indicated the level remained the same and 15 percent (4 of 26) indicated an increase in criminal justice contact.

■■ Parents/caregivers of children/adolescents who had been in treatment for more than a year reported that six (3%) had been arrested in the recent 12 months and four (2%) had been arrested in the 12 months prior to that.

■■ The parents/caregivers of children/adolescents who had been in treatment for more than a year were also asked about their child’s/adolescent’s encounters with police during the recent 12 months. Twelve (7%) indicated that contact had been reduced, five (3%) indicated it had remained the same, two (1%) indicated it had increased and 149 (89%) indicated the question was not applicable to them. When these 149 for whom the question is not applicable are excluded from the analysis, 63 percent (12 of 19) indicated a reduction in criminal justice contact, 26 percent (5 of 19) indicated the level remained the same, 11 percent (2 of 19) indicated that the level increased.


School issues reported (Questions 44, 45, 46, 50, 51, 52, 53 and 54)Parents/caregivers of children/adolescents were asked whether their child/adolescent had been expelled or suspended from school in the past, how often their child/adolescent was absent from school, whether the child’s/adolescent’s grades had improved as a result of their mental health services and whether their child/adolescent had received mental health services at school.

KEY FINDINGS ■■ Parents/caregivers of children/adolescents who began treatment in the past 12 months

reported 20 (11%) having been expelled or suspended since starting treatment and 21 (12%) having been expelled or suspended in the year before that.

■■ In a slightly different approach to the issue of the association between being in treatment and school attendance, for those in treatment for less than a year, of the 158 parents/caregivers responding, 17 (11%) indicated that the number of days their child/adolescent was in school had increased since their child began to receive mental health services, 52 (33%) reported their child’s school attendance level remained the same and four (3%) indicated it had decreased. For 85 (54%), this question was not relevant. When these 85 for whom the question is not relevant are excluded from the analysis, 23 percent (17 of 73) indicated that the number of days their child/adolescent was in school had increased since their child began to receive mental health services, 71 percent (52 of 73) reported their child’s school attendance level remained the same and 5 percent (4 of 73) indicated it had decreased.

■■ Parents/caregivers of children/adolescents who had been in treatment for more than a year reported that 21 (12%) had been expelled or suspended in the recent 12 months and 15 (9%) had been expelled or suspended in the 12 months prior to that. In this instance, continuing in treatment seems to be associated with a slight increase in the rate of expulsion and suspension; however, a direct correlation cannot be established.

■■ In a slightly different approach to the issue of the association between being in treatment and school attendance, for those in treatment for more than a year, of the 154 parents/caregivers responding, 26 (17%) indicated that the number of days their child/adolescent was in school had increased since their child began to receive mental health services, 44 (29%) reported their child’s school attendance level remained the same and eight (5%) indicated it had decreased. For 76 (49%), this question was not relevant. When these 76 are excluded from the analysis, 33 percent (26 of 78) indicated that the number of days their child/adolescent was in school had increased since their child began to receive mental health services, 56 percent (44 of 78) reported their child’s school attendance level remained the same and 10 percent (8 of 78) indicated it had decreased.

■■ Of the 383 for whom Question 53 was applicable, 65 percent of parents/caregivers indicated they believe that their child’s/adolescent’s grades improved as a result of mental health services. Those who responded that their child’s grades had improved had domain percentages that were significantly more favorable than those that indicated that their child’s grades had not improved as a result of mental health services


(Table 30).

TABLE 30. Percentage of favorable domain scores by grade improvement

CHILD DOMAIN RATES

GRADES IMPROVED

2016

GRADES DIDN’T

IMPROVE 2016


GRADES IMPROVED VS.

NOT IMPROVED 2016





Satisfaction with cultural sensitivity of staff 93% 81% Yes



KEY FINDING ■ Of the 353 parents/caregivers for whom Question 54 was applicable, 63 percent

indicated that their child/adolescent received mental health services at school. “Don’t know” responses were excluded from the calculation.


Currently getting services from this center (Question 39)Sixty-seven percent of parents/caregivers of children/adolescents responded that their child/adolescent is still getting services from this center. Table 31 compares the percentage of favorable domain scores for parents/caregivers of children/adolescents currently getting services from this center with those who are no longer getting services and indicates whether these differences are statistically significant.

TABLE 31. Percentage of favorable domains by current center

CHILD DOMAIN RATES

CURRENTLY RECEIVING

SERVICES AT THIS CENTER 2016

NOT CURRENTLY RECEIVING

SERVICES AT THIS CENTER 2016


CENTER VS. NOT 2016





Satisfaction with cultural sensitivity of staff 92% 82% Yes



KEY FINDING ■ Those parents/caregivers of children/adolescents still receiving services from this clinic

had more favorable domain percentages in all domains. All differences were significant with the largest difference (22 percentage points) recorded in the overall satisfaction domain.


Experience with other mental health providers (Questions 59 and 60)Parents/caregivers were asked if their child/adolescent had received any mental health services from any providers besides the CMHC and, if so, from what type of provider(s).

TABLE 32. Utilization of mental health servicesQ60: IN THE LAST 12 MONTHS, WHAT OTHER TYPE OF PROVIDER GAVE YOUR CHILD MENTAL HEALTH SERVICES? (CHECK ALL THAT APPLY.) UTILIZATIONAnother community mental health center 12

Private mental health agency 4

Mental health professional in private practice, such as a psychiatrist, psy-chologist, social worker or counselor 15

Family doctor 9

A psychiatric hospital or residential treatment facility 26

Hospital emergency room 3

Other 10

KEY FINDINGS■■ Of the 420 parents/caregivers answering Question 59, 70 (17%) indicated their child/

adolescent had received mental health services somewhere other than their CMHC provider.

■■ Of the 65 individuals who indicated where their child/adolescent had received mental health services (somewhere other than their CMHC provider), 85 percent reported that their child/adolescent received mental health services from one other provider, and 15 percent reported that their child/adolescent received mental health services from two or more other providers.

■■ Table 32 shows the utilization for the provider types from which respondents report also receiving mental health services.


Wards of State ComparisonTable 33 reports results of comparisons of the percentage of favorable domain scores between wards of the state of Arkansas and the remainder of the respondents. A total of 69 surveys from wards of the state were available for analysis in 2016. All statistical testing for this section was completed using a 95-percent confidence level, alpha=0.05.

It is important to note that surveys for wards of the state were completed primarily by Division of Children and Family Services case workers with varying degrees of contact/input from the child and/or the foster parent. This factor makes it necessary to use caution when making comparisons between responses from parents/guardians of non-custody children and responses primarily from employees of the Division of Children and Family Services.

TABLE 33. Percentage of favorable domain scores by wards of the state status

CHILD DOMAIN RATES

WARDS OF ARKANSAS

2016

NOT WARDS OF ARKANSAS

2016


2016Overall satisfaction 74% 73% No

Satisfaction with access 82% 80% No


Satisfaction with participation in treatment planning 81% 81% No

Satisfaction with cultural sensitivity of staff 88% 89% No

Social connectedness 75% 69% No


KEY FINDING■ When comparing wards of state with other survey recipients, those who were wards of

Arkansas had significantly higher percentages in the satisfaction with outcomes and improved functioning domains.


APPENDIX A:Adult Survey Responses

51

Appendix A: Adult Survey Responses

Q1: What is your age now?

Q1 Frequency PercentCumulativeFrequency

CumulativePercent

18 to 24 26 5.82 26 5.82

25 to 34 58 12.98 84 18.79

35 to 44 90 20.13 174 38.93

45 to 54 107 23.94 281 62.86

55 to 64 123 27.52 404 90.38

65 to 74 34 7.61 438 97.99

75 or older 9 2.01 447 100.00

Q2: Are you male or female?


CumulativePercent

Male 169 38.06 169 38.06

Female 275 61.94 444 100.00

Q3: Are you of Hispanic or Latino origin or descent?


CumulativePercent

Yes, Hispanic or Latino 16 3.76 16 3.76

No, Not Hispanic or Latino 409 96.24 425 100.00

Q4: What is your race?


CumulativePercent

White 320 72.40 320 72.40

Black or African American 92 20.81 412 93.21

Asian 2 0.45 414 93.67

Native Hawaiian or other Pacific Islander 1 0.23 415 93.89

American Indian or Alaskan Native 5 1.13 420 95.02

Multiracial 22 4.98 442 100.00


52

Q5: How much of the treatment or counseling you received in the last 12 months was paid for by Medicaid?


CumulativePercent

All treatment or counseling was paid for by Medicaid 266 61.86 266 61.86

Only part of the treatment or counseling was paid for by Medicaid 65 15.12 331 76.98

None of the treatment or counseling was paid for by Medicaid 99 23.02 430 100.00

Q6: I liked the services I received here.


CumulativePercent

Strongly agree 212 47.75 212 47.75

Agree 140 31.53 352 79.28

I am neutral 43 9.68 395 88.96

Disagree 22 4.95 417 93.92

Strongly disagree 18 4.05 435 97.97

Not applicable 9 2.03 444 100.00

Q7: If I had other choices, I would still get services from this agency.


CumulativePercent

Strongly agree 198 44.59 198 44.59

Agree 137 30.86 335 75.45

I am neutral 53 11.94 388 87.39

Disagree 29 6.53 417 93.92



Q8: I would recommend this agency to a friend or family member.


CumulativePercent

Strongly agree 206 46.40 206 46.40

Agree 152 34.23 358 80.63

I am neutral 49 11.04 407 91.67

Disagree 19 4.28 426 95.95




53

Q9: The location of services was convenient (parking, public transportation, distance, etc.).


CumulativePercent

Strongly agree 191 43.12 191 43.12

Agree 196 44.24 387 87.36

I am neutral 28 6.32 415 93.68

Disagree 19 4.29 434 97.97



Q10: Staff were willing to see me as often as I felt was necessary.


CumulativePercent

Strongly agree 191 43.12 191 43.12

Agree 159 35.89 350 79.01

I am neutral 38 8.58 388 87.58

Disagree 41 9.26 429 96.84



Q11: Staff returned my calls within 24 hours.


CumulativePercent

Strongly agree 165 37.16 165 37.16

Agree 168 37.84 333 75.00

I am neutral 48 10.81 381 85.81

Disagree 30 6.76 411 92.57


Not applicable 21 4.73 444 100.00

Q12: Services were available at times that were good for me.


CumulativePercent

Strongly agree 197 44.37 197 44.37

Agree 185 41.67 382 86.04

I am neutral 45 10.14 427 96.17

Disagree 10 2.25 437 98.42




54

Q13: I was able to get all of the services I thought I needed.


CumulativePercent

Strongly agree 178 40.09 178 40.09

Agree 160 36.04 338 76.13

I am neutral 41 9.23 379 85.36

Disagree 41 9.23 420 94.59



Q14: I was able to see a psychiatrist when I wanted to.


CumulativePercent

Strongly agree 141 32.12 141 32.12

Agree 153 34.85 294 66.97

I am neutral 63 14.35 357 81.32

Disagree 43 9.79 400 91.12


Not applicable 13 2.96 439 100.00

Q15: Staff here believe that I can grow, change and recover.


CumulativePercent

Strongly agree 159 36.64 159 36.64

Agree 157 36.18 316 72.81

I am neutral 76 17.51 392 90.32

Disagree 24 5.53 416 95.85


Not applicable 10 2.30 434 100.00

Q16: I felt comfortable asking questions about my treatment and medication.


CumulativePercent

Strongly agree 195 43.92 195 43.92

Agree 177 39.86 372 83.78

I am neutral 44 9.91 416 93.69

Disagree 13 2.93 429 96.62




55

Q17: I felt free to complain.


CumulativePercent

Strongly agree 150 33.63 150 33.63

Agree 176 39.46 326 73.09

I am neutral 63 14.13 389 87.22

Disagree 30 6.73 419 93.95



Q18: I was given information about my rights.


CumulativePercent

Strongly agree 185 41.57 185 41.57

Agree 195 43.82 380 85.39

I am neutral 36 8.09 416 93.48

Disagree 18 4.04 434 97.53



Q19: Staff encouraged me to take responsibility for how I live my life.


CumulativePercent

Strongly agree 171 38.60 171 38.60

Agree 192 43.34 363 81.94

I am neutral 45 10.16 408 92.10

Disagree 15 3.39 423 95.49


Not applicable 10 2.26 443 100.00

Q20: Staff told me what side effects to watch out for.


CumulativePercent

Strongly agree 139 31.24 139 31.24

Agree 175 39.33 314 70.56

I am neutral 65 14.61 379 85.17

Disagree 37 8.31 416 93.48


Not applicable 12 2.70 445 100.00


56

Q21: Staff respected my wishes about who is and who is not to be given information about my treatment.


CumulativePercent

Strongly agree 224 50.34 224 50.34

Agree 178 40.00 402 90.34

I am neutral 21 4.72 423 95.06

Disagree 10 2.25 433 97.30



Q22: I, not staff, decided my treatment goals.


CumulativePercent

Strongly agree 113 25.45 113 25.45

Agree 146 32.88 259 58.33

I am neutral 93 20.95 352 79.28

Disagree 61 13.74 413 93.02



Q23: Staff were sensitive to my cultural background (race, religion, language, etc.).


CumulativePercent

Strongly agree 152 34.39 152 34.39

Agree 173 39.14 325 73.53

I am neutral 67 15.16 392 88.69

Disagree 14 3.17 406 91.86


Not applicable 27 6.11 442 100.00

Q24: Staff helped me obtain the information I needed so that I could take charge of managing my illness.


CumulativePercent

Strongly agree 150 33.86 150 33.86

Agree 171 38.60 321 72.46

I am neutral 63 14.22 384 86.68

Disagree 33 7.45 417 94.13


Not applicable 13 2.93 443 100.00


57

Q25: I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone lines, etc.).


CumulativePercent

Strongly agree 101 22.75 101 22.75

Agree 139 31.31 240 54.05

I am neutral 84 18.92 324 72.97

Disagree 62 13.96 386 86.94


Not applicable 37 8.33 444 100.00

Q26: As a direct result of services I received, I deal more effectively with daily problems.


CumulativePercent

Strongly agree 128 29.09 128 29.09

Agree 161 36.59 289 65.68

I am neutral 76 17.27 365 82.95

Disagree 40 9.09 405 92.05


Not applicable 12 2.73 440 100.00

Q27: As a direct result of services I received, I am better able to control my life.


CumulativePercent

Strongly agree 132 29.93 132 29.93

Agree 152 34.47 284 64.40

I am neutral 80 18.14 364 82.54

Disagree 47 10.66 411 93.20


Not applicable 10 2.27 441 100.00

Q28: As a direct result of services I received, I am better able to deal with crisis.


CumulativePercent

Strongly agree 116 26.54 116 26.54

Agree 153 35.01 269 61.56

I am neutral 84 19.22 353 80.78

Disagree 52 11.90 405 92.68


Not applicable 10 2.29 437 100.00


58

Q29: As a direct result of services I received, I am getting along better with my family.


CumulativePercent

Strongly agree 113 25.74 113 25.74

Agree 155 35.31 268 61.05

I am neutral 93 21.18 361 82.23

Disagree 50 11.39 411 93.62


Not applicable 15 3.42 439 100.00

Q30: As a direct result of services I received, I do better in social situations.


CumulativePercent

Strongly agree 90 20.79 90 20.79

Agree 132 30.48 222 51.27

I am neutral 111 25.64 333 76.91

Disagree 57 13.16 390 90.07


Not applicable 16 3.70 433 100.00

Q31: As a direct result of services I received, I do better in school and/or work.


CumulativePercent


Agree 65 15.19 120 28.04

I am neutral 100 23.36 220 51.40

Disagree 47 10.98 267 62.38


Not applicable 140 32.71 428 100.00

Q32: As a direct result of services I received, my housing situation has improved.


CumulativePercent


Agree 111 25.69 194 44.91

I am neutral 103 23.84 297 68.75

Disagree 45 10.42 342 79.17


Not applicable 69 15.97 432 100.00


59

Q33: As a direct result of services I received, my symptoms are not bothering me as much.


CumulativePercent


Agree 152 34.94 231 53.10

I am neutral 97 22.30 328 75.40

Disagree 64 14.71 392 90.11



Q34: As a direct result of services I received, I do things that are more meaningful to me.


CumulativePercent


Agree 156 35.54 254 57.86

I am neutral 112 25.51 366 83.37

Disagree 47 10.71 413 94.08


Not applicable 10 2.28 439 100.00

Q35: As a direct result of services I received, I am better able to take care of my needs.


CumulativePercent


Agree 180 41.19 268 61.33

I am neutral 101 23.11 369 84.44

Disagree 44 10.07 413 94.51



Q36: As a direct result of services I received, I am better able to handle things when they go wrong.


CumulativePercent


Agree 160 36.36 238 54.09

I am neutral 110 25.00 348 79.09

Disagree 61 13.86 409 92.95




60

Q37: As a direct result of services I received, I am better able to do things that I want to do.


CumulativePercent


Agree 163 37.05 245 55.68

I am neutral 103 23.41 348 79.09

Disagree 63 14.32 411 93.41



Q38: As a direct result of services I received, I am happy with the friendships I have.


CumulativePercent


Agree 163 37.39 256 58.72

I am neutral 101 23.17 357 81.88

Disagree 34 7.80 391 89.68


Not applicable 32 7.34 436 100.00

Q39: As a direct result of services I received, I have people with whom I can do enjoyable things.


CumulativePercent


Agree 161 36.93 248 56.88

I am neutral 106 24.31 354 81.19

Disagree 45 10.32 399 91.51


Not applicable 19 4.36 436 100.00

Q40: As a direct result of services I received, I feel I belong in my community.


CumulativePercent


Agree 110 25.23 204 46.79

I am neutral 121 27.75 325 74.54

Disagree 62 14.22 387 88.76


Not applicable 21 4.82 436 100.00


61

Q41: As a direct result of services I received, in a crisis, I would have the support I need from family or friends.


CumulativePercent

Strongly agree 113 25.74 113 25.74

Agree 177 40.32 290 66.06

I am neutral 81 18.45 371 84.51

Disagree 40 9.11 411 93.62


Not applicable 12 2.73 439 100.00

Q42: Are you currently (still) getting mental health services from this provider?


CumulativePercent

Yes 344 78.54 344 78.54

No 94 21.46 438 100.00

Q43: How long have you received mental health services from this provider?


CumulativePercent

Less than a year (less than 12 months) 109 27.18 109 27.18

1 year or more (at least 12 months) 292 72.82 401 100.00

Q44: Were you arrested since you began to receive mental health services?


CumulativePercent

Yes 20 18.52 20 18.52

No 88 81.48 108 100.00

Q45: Were you arrested during the 12 months prior to that?


CumulativePercent

Yes 22 20.37 22 20.37

No 86 79.63 108 100.00


62

Q46: Since you began to receive mental health services, have your encounters with the police …


CumulativePercent

Been reduced 19 18.10 19 18.10

Stayed the same 12 11.43 31 29.52

Increased 3 2.86 34 32.38

Not applicable 71 67.62 105 100.00

Q47: Were you arrested during the last 12 months?


CumulativePercent

Yes 12 4.48 12 4.48

No 256 95.52 268 100.00

Q48: Were you arrested during the 12 months prior to that?


CumulativePercent

Yes 13 4.94 13 4.94

No 250 95.06 263 100.00

Q49: Over the last year, have your encounters with the police …


CumulativePercent

Been reduced 30 11.76 30 11.76

Stayed the same 16 6.27 46 18.04

Increased 6 2.35 52 20.39

Not applicable 203 79.61 255 100.00

Q50: In the last 12 months, did you spend any time in jail/prison?


CumulativePercent

Yes 25 5.85 25 5.85

No 402 94.15 427 100.00


63

Q51: In the last 12 months, how long were you in jail/prison?


CumulativePercent

Less than 24 hours 6 25.00 6 25.00

1 to 14 days 3 12.50 9 37.50

15 to 30 days 3 12.50 12 50.00

1 to 3 months 5 20.83 17 70.83

4 to 8 months 5 20.83 22 91.67

9 to 12 months 2 8.33 24 100.00



CumulativePercent

Less than 6 months 33 7.67 33 7.67

At least 6 months but less than a year 48 11.16 81 18.84

At least 1 year but less than 2 years 83 19.30 164 38.14

At least 2 years but less than 5 years 98 22.79 262 60.93

At least 5 years or more 168 39.07 430 100.00

Q53: When you first contacted the clinic, how long was it until your first appointment?


CumulativePercent

1 to 7 days 138 32.32 138 32.32

8 to 14 days 77 18.03 215 50.35

15 to 30 days 55 12.88 270 63.23

More than 30 days 26 6.09 296 69.32

Don’t remember 131 30.68 427 100.00

Q54: Was your first appointment soon enough to meet your needs?


CumulativePercent

Yes 346 82.19 346 82.19

No 75 17.81 421 100.00

Q55: During the last 12 months did you have a job that paid at least minimum wage ($7.25 per hour)? Frequency Percent

Utilization Rate

Yes, a full time job 38 9.00 9.03

Yes, a part time job 28 6.64 6.65

No 356 84.36 84.56


64

Q56: In the last 12 months, how long did you have your job (include any holiday, vacation, or sick time that you were paid for)?


CumulativePercent

Less than a month 4 6.67 4 6.67

At least a month but less than 3 months 7 11.67 11 18.33

At least 3 months but less than 6 months 7 11.67 18 30.00

At least 6 month but less than 9 months 8 13.33 26 43.33

At least 9 to 12 months 34 56.67 60 100.00

Q57: In the last 12 months, did any of the mental health services you received from the clinic help you find or keep your job?


CumulativePercent

Yes 17 27.87 17 27.87

No 44 72.13 61 100.00

Q58: In the last 12 months, were you ever homeless?


CumulativePercent

Yes 42 9.66 42 9.66

No 393 90.34 435 100.00

Q59: In the last 12 months, how long were you homeless?


CumulativePercent

Less than a week 4 10.81 4 10.81

At least a week but less than a month 5 13.51 9 24.32

At least 1 month but less than 3 months 9 24.32 18 48.65



At least 9 to 12 months 10 27.03 37 100.00

Q60: In the last 12 months, did any of the mental health services you got from the clinic help you find a place to live?


CumulativePercent

Yes 9 24.32 9 24.32

No 28 75.68 37 100.00


65

Q61: Using any number from 0 to 10, where 0 is the worst treatment or counseling possible, and 10 is the best treatment or counseling possible, how would you rate the treatment or counseling you got from your clinic?


CumulativePercent

0 = Worst treatment or counseling possible 18 4.24 18 4.24

1 8 1.88 26 6.12

2 9 2.12 35 8.24

3 8 1.88 43 10.12

4 10 2.35 53 12.47

5 33 7.76 86 20.24

6 25 5.88 111 26.12

7 39 9.18 150 35.29

8 60 14.12 210 49.41

9 57 13.41 267 62.82

10 = Best treatment or counseling possible 158 37.18 425 100.00

Q62: In the last 12 months, did you receive any mental health services from somewhere besides your usual clinic?


CumulativePercent

Yes 75 17.20 75 17.20

No 361 82.80 436 100.00

Q63: In the last 12 months, did you get mental health services from: (Check all that apply.) Frequency Percent

Utilization Rate

Another Community Mental Health Center 19 17.59 26.39

Private mental health agency 3 2.78 4.17

Mental health professional in private practice, such as a psychiatrist, psychologist, social worker or counselor

19 17.59 26.39

Family doctor 18 16.67 25.00

A psychiatric hospital or residential treatment facility 18 16.67 25.00

Hospital emergency room 14 12.96 19.44

Other 17 15.74 23.61


66

Q64: Using any number from 0 to 10, where 0 is the worst mental health care possible, and 10 is the best mental health care possible, how would you rate all your mental health care?


CumulativePercent

0 = Worst mental health care possible 1 1.52 1 1.52

1 1 1.52 2 3.03

2 2 3.03 4 6.06

3 2 3.03 6 9.09

4 2 3.03 8 12.12

5 5 7.58 13 19.70

6 10 15.15 23 34.85

7 10 15.15 33 50.00

8 7 10.61 40 60.61

9 5 7.58 45 68.18

10 = Best mental health care possible 21 31.82 66 100.00


67

Appendix B: Child/Adolescent Survey Responses

Q1: What is your child's age now?


CumulativePercent

My child is less than one year old 0 0.00 0 0.00

My child is 1 year old 0 0.00 0 0.00

My child is 2 years old 0 0.00 0 0.00

















Q2: Is your child male or female?


CumulativePercent

Male 246 56.94 246 56.94

Female 186 43.06 432 100.00

APPENDIX B:Child/Adolescent Survey Responses


68

Q3: Is your child of Hispanic or Latino origin or descent?


CumulativePercent

Yes, Hispanic or Latino 28 6.57 28 6.57

No, not Hispanic or Latino 398 93.43 426 100.00

Q4: What is your child’s race? Please mark one or more.


CumulativePercent

White 298 70.28 298 70.28

Black or African American 83 19.58 381 89.86

Asian 4 0.94 385 90.80

Native Hawaiian or other Pacific Islander 0 0.00 385 90.80

American Indian or Alaskan Native 7 1.65 392 92.45

Multiracial 32 7.55 424 100.00

Q5: How much of the treatment or counseling your child received in the last 12 months was paid for by Medicaid?


CumulativePercent

All treatment or counseling was paid for by Medicaid 365 85.08 365 85.08

Only part of the treatment or counseling was paid for by Medicaid 23 5.36 388 90.44

None of the treatment or counseling was paid for by Medicaid 41 9.56 429 100.00

Q6: Overall, I am satisfied with the services my child received.


CumulativePercent


Disagree 28 6.57 47 11.03

Undecided 45 10.56 92 21.60

Agree 193 45.31 285 66.90

Strongly agree 141 33.10 426 100.00


69

Q7: I helped to choose my child’s services.


CumulativePercent


Disagree 26 6.07 44 10.28

Undecided 43 10.05 87 20.33

Agree 232 54.21 319 74.53

Strongly agree 109 25.47 428 100.00

Q8: I helped to choose my child’s treatment goals.


CumulativePercent


Disagree 30 6.98 42 9.77

Undecided 39 9.07 81 18.84

Agree 230 53.49 311 72.33

Strongly agree 119 27.67 430 100.00

Q9: The people helping my child stuck with us no matter what.


CumulativePercent


Disagree 33 7.75 48 11.27

Undecided 37 8.69 85 19.95

Agree 188 44.13 273 64.08

Strongly agree 153 35.92 426 100.00

Q10: I felt my child had someone to talk to when he/she was troubled.


CumulativePercent


Disagree 24 5.61 43 10.05

Undecided 42 9.81 85 19.86

Agree 212 49.53 297 69.39

Strongly agree 131 30.61 428 100.00


70

Q11: I participated in my child’s treatment.


CumulativePercent


Disagree 13 3.04 24 5.62

Undecided 21 4.92 45 10.54

Agree 208 48.71 253 59.25

Strongly agree 174 40.75 427 100.00

Q12: The services my child and/or family received were right for us.


CumulativePercent


Disagree 26 6.09 41 9.60

Undecided 71 16.63 112 26.23

Agree 180 42.15 292 68.38

Strongly agree 135 31.62 427 100.00

Q13: The location of services was convenient for us.


CumulativePercent


Disagree 20 4.67 34 7.94

Undecided 21 4.91 55 12.85

Agree 210 49.07 265 61.92

Strongly agree 163 38.08 428 100.00

Q14: Services were available at times that were convenient for us.


CumulativePercent


Disagree 15 3.52 31 7.28

Undecided 33 7.75 64 15.02

Agree 237 55.63 301 70.66

Strongly agree 125 29.34 426 100.00


Q15: My family got the help we wanted for my child.


CumulativePercent


Disagree 32 7.55 49 11.56

Undecided 62 14.62 111 26.18

Agree 189 44.58 300 70.75

Strongly agree 124 29.25 424 100.00

Q16: My family got as much help as we needed for my child.


CumulativePercent


Disagree 41 9.60 62 14.52

Undecided 84 19.67 146 34.19

Agree 171 40.05 317 74.24

Strongly agree 110 25.76 427 100.00

Q17: Staff treated me with respect.


CumulativePercent


Disagree 6 1.40 17 3.97

Undecided 23 5.37 40 9.35

Agree 192 44.86 232 54.21

Strongly agree 196 45.79 428 100.00

Q18: Staff respected my family’s religious/spiritual beliefs.


CumulativePercent


Disagree 1 0.24 9 2.12

Undecided 38 8.96 47 11.08

Agree 212 50.00 259 61.08

Strongly agree 165 38.92 424 100.00


72

Q19: Staff spoke with me in a way that I understood.


CumulativePercent


Disagree 2 0.47 11 2.56

Undecided 21 4.90 32 7.46

Agree 210 48.95 242 56.41

Strongly agree 187 43.59 429 100.00

Q20: The staff members were sensitive to my cultural/ethnic background.


CumulativePercent


Disagree 6 1.43 14 3.33

Undecided 49 11.64 63 14.96

Agree 218 51.78 281 66.75

Strongly agree 140 33.25 421 100.00

Q21: As a result of the services my child and family received, my child is better at handling daily life.


CumulativePercent


Disagree 53 12.47 72 16.94

Undecided 89 20.94 161 37.88

Agree 177 41.65 338 79.53

Strongly agree 87 20.47 425 100.00

Q22: As a result of the services my child and family received, my child gets along better with family members.


CumulativePercent


Disagree 47 11.01 66 15.46

Undecided 104 24.36 170 39.81

Agree 177 41.45 347 81.26

Strongly agree 80 18.74 427 100.00


73

Q23: As a result of the services my child and family received, my child gets along better with friends and other people.


CumulativePercent


Disagree 45 10.59 57 13.41

Undecided 99 23.29 156 36.71

Agree 200 47.06 356 83.76

Strongly agree 69 16.24 425 100.00

Q24: As a result of the services my child and family received, my child is doing better in school and/or work.


CumulativePercent


Disagree 38 8.92 53 12.44

Undecided 102 23.94 155 36.38

Agree 189 44.37 344 80.75

Strongly agree 82 19.25 426 100.00

Q25: As a result of the services my child and family received, my child is better able to cope when things go wrong.


CumulativePercent


Disagree 58 13.71 72 17.02

Undecided 101 23.88 173 40.90

Agree 180 42.55 353 83.45

Strongly agree 70 16.55 423 100.00

Q26: As a result of the services my child and family received, I am satisfied with our family life right now.


CumulativePercent


Disagree 40 9.46 63 14.89

Undecided 94 22.22 157 37.12

Agree 193 45.63 350 82.74

Strongly agree 73 17.26 423 100.00


74

Q27: As a result of the services my child and family received, my child is better able to do things he or she wants to do.


CumulativePercent


Disagree 42 9.95 53 12.56

Undecided 96 22.75 149 35.31

Agree 200 47.39 349 82.70

Strongly agree 73 17.30 422 100.00

Q28: As a result of the services my child and family received, I know people who will listen and understand me when I need to talk.


CumulativePercent


Disagree 23 5.45 36 8.53

Undecided 72 17.06 108 25.59

Agree 223 52.84 331 78.44

Strongly agree 91 21.56 422 100.00

Q29: As a result of the services my child and family received, I have people that I am comfortable talking with about my child’s problems.


CumulativePercent


Disagree 27 6.38 40 9.46

Undecided 56 13.24 96 22.70

Agree 223 52.72 319 75.41

Strongly agree 104 24.59 423 100.00


75

Q30: As a result of the services my child and family received, in a crisis, I would have the support I need from family or friends.


CumulativePercent


Disagree 27 6.43 42 10.00

Undecided 76 18.10 118 28.10

Agree 204 48.57 322 76.67

Strongly agree 98 23.33 420 100.00

Q31: As a result of the services my child and family received, I have people with whom I can do enjoyable things.


CumulativePercent


Disagree 37 8.89 48 11.54

Undecided 91 21.88 139 33.41

Agree 205 49.28 344 82.69

Strongly agree 72 17.31 416 100.00

Q32: What has been the most helpful thing about the services you and your child received over the last 6 months? (Please print.)

Responses are included on individual clinic frequencies.

Q33: What would improve those services? (Please print.)

Responses are included on individual clinic frequencies.

Q34: Is your child currently living with you?


CumulativePercent

Yes 349 82.51 349 82.51

No 74 17.49 423 100.00


76

Q35: Has your child lived in any of the following places in the last 6 months? Frequency PercentUtilization

Rate

With one or both parents 253 53.26 66.58

With another family member 70 14.74 18.42

Foster home 47 9.89 12.37

Therapeutic foster home 21 4.42 5.53

Crisis shelter 4 0.84 1.05

Homeless shelter 2 0.42 0.53

Group home 10 2.11 2.63

Residential treatment center 29 6.11 7.63

Hospital 5 1.05 1.32

Local jail or detention facility 9 1.89 2.37

State correctional facility 0 0.00 0.00

Runaway/homeless/on the streets 3 0.63 0.79

Other 22 4.63 5.79

Q36: In the last year, did your child see a medical doctor (or nurse) for a health checkup or because he/she was sick? (Check one.)


CumulativePercent

Yes, in a clinic or office 356 84.76 356 84.76

Yes, but only in a hospital emergency room 4 0.95 360 85.71

No 45 10.71 405 96.43

Do not remember 15 3.57 420 100.00

Q37: Is your child on medication for emotional/behavioral problems?


CumulativePercent

Yes 253 60.24 253 60.24

No 167 39.76 420 100.00

Q38: Did the doctor or nurse tell you and/or your child what side effects to watch for?


CumulativePercent

Yes 206 84.77 206 84.77

No 37 15.23 243 100.00


77

Q39: Is your child still getting services from this center?


CumulativePercent

Yes 277 66.75 277 66.75

No 138 33.25 415 100.00

Q40: How long did your child receive services from this center?


CumulativePercent

Less than one month 15 3.71 15 3.71

1 – 2 months 22 5.45 37 9.16

3 – 5 months 39 9.65 76 18.81

6 months to 1 year 104 25.74 180 44.55

More than 1 year 224 55.45 404 100.00

Q41: Was your child arrested since beginning to receive mental health services?


CumulativePercent

Yes 10 5.59 10 5.59

No 169 94.41 179 100.00

Q42: Was your child arrested during the 12 months prior to that?


CumulativePercent

Yes 7 3.93 7 3.93

No 171 96.07 178 100.00

Q43: Since your child began to receive mental health services, have his or her encounters with the police ...


CumulativePercent

Been reduced 11 6.32 11 6.32


Increased 4 2.30 26 14.94

Not applicable 148 85.06 174 100.00


78

Q44: Was your child expelled or suspended since beginning services?


CumulativePercent

Yes 20 11.36 20 11.36

No 156 88.64 176 100.00

Q45: Was your child expelled or suspended during the 12 months prior to that?


CumulativePercent

Yes 21 11.93 21 11.93

No 155 88.07 176 100.00

Q46: Since starting to receive services, the number of days my child was in school is:


CumulativePercent

Greater 17 10.76 17 10.76

About the same 52 32.91 69 43.67

Less 4 2.53 73 46.20

Does not apply 85 53.80 158 100.00

Q46: Does not apply (Please select why this does not apply:)

Q46 NA Frequency PercentCumulativeFrequency

CumulativePercent

Child did not have a problem with attendance before starting services 61 82.43 61 82.43

Child is too young to be in school 6 8.11 67 90.54

Child was expelled from school 1 1.35 68 91.89

Child dropped out of school 1 1.35 69 93.24

Other 5 6.76 74 100.00

Q47: Was your child arrested during the last 12 months?


CumulativePercent

Yes 6 3.31 6 3.31

No 175 96.69 181 100.00


79

Q48: Was your child arrested during the 12 months prior to that?


CumulativePercent

Yes 4 2.25 4 2.25

No 174 97.75 178 100.00

Q49: Over the last year, have your child’s encounters with the police …


CumulativePercent

Been reduced 12 7.14 12 7.14


Increased 2 1.19 19 11.31

Not applicable 149 88.69 168 100.00

Q50: Was your child expelled or suspended during the last 12 months?


CumulativePercent

Yes 21 12.28 21 12.28

No 150 87.72 171 100.00

Q51: Was your child expelled or suspended during the 12 months prior to that?


CumulativePercent

Yes 15 8.72 15 8.72

No 157 91.28 172 100.00

Q52: Over the last year, the number of days my child was in school is:


CumulativePercent

Greater 26 16.88 26 16.88

About the same 44 28.57 70 45.45

Less 8 5.19 78 50.65

Does not apply 76 49.35 154 100.00


80

Q52: Does not apply (Please select why this does not apply:)

Q52 NA Frequency PercentCumulativeFrequency

CumulativePercent

Child did not have a problem with attendance before starting services 59 81.94 59 81.94

Child is too young to be in school 0 0.00 59 81.94

Child was expelled from school 0 0.00 59 81.94

Child is home schooled 6 8.33 65 90.28

Child dropped out of school 0 0.00 65 90.28

Other 7 9.72 72 100.00

Q53: Do you believe that your child’s grades have improved as a result of mental health services?


CumulativePercent

Yes 250 60.10 250 60.10

No 133 31.97 383 92.07

Not applicable/not in school 33 7.93 416 100.00

Q54: Has your child received mental health services at school?


CumulativePercent

Yes 223 54.13 223 54.13

No 130 31.55 353 85.68

Not applicable/not in school 27 6.55 380 92.23

Don’t know 32 7.77 412 100.00



CumulativePercent

Less than 6 months 38 9.34 38 9.34

At least 6 months but less than a year 68 16.71 106 26.04

At least 1 year but less than 2 years 130 31.94 236 57.99

At least 2 years but less than 5 years 116 28.50 352 86.49

At least 5 years or more 55 13.51 407 100.00


81

Q56: When you first contacted the clinic, how long was it until your child’s first appointment?


CumulativePercent

1 to 7 days 105 25.49 105 25.49

8 to 14 days 76 18.45 181 43.93

15 to 30 days 63 15.29 244 59.22

More than 30 days 25 6.07 269 65.29

Don’t remember 143 34.71 412 100.00

Q57: Was your child’s first appointment soon enough to meet your needs?


CumulativePercent

Yes 369 90.44 369 90.44

No 39 9.56 408 100.00

Q58: Using any number from 0 to 10, where 0 is the worst clinic possible, and 10 is the best clinic possible, how would you rate your child’s clinic?


CumulativePercent

0 = Worst mental health clinic possible 3 0.73 3 0.73

1 2 0.49 5 1.22

2 7 1.71 12 2.93

3 6 1.47 18 4.40

4 17 4.16 35 8.56

5 42 10.27 77 18.83

6 35 8.56 112 27.38

7 55 13.45 167 40.83

8 89 21.76 256 62.59

9 51 12.47 307 75.06

10 = Best mental health clinic possible 102 24.94 409 100.00


82

Q59: In the last 12 months, did your child get any mental health services from some place besides his or her usual clinic?


CumulativePercent

Yes 70 16.67 70 16.67

No 350 83.33 420 100.00

Q60: In the last 12 months, what other type of provider gave your child mentalhealth services? (Check all that apply.) Frequency Percent

Utilization Rate

Another Community Mental Health Center 12 15.19 18.46

Private mental health agency 4 5.06 6.15

Mental health professional in private practice, such as a psychiatrist, psychologist, social worker or counselor

15 18.99 23.08

Family doctor 9 11.39 13.85

A psychiatric hospital or residential treatment facility 26 32.91 40.00

Hospital emergency room 3 3.80 4.62

Other 10 12.66 15.38

Q61: Using any number from 0 to 10, where 0 is the worst mental health care possible, and 10 is the best mental health care possible, how would you rate all your child’s mental health care?


CumulativePercent

0 = Worst mental health care possible 0 0.00 0 0.00

1 1 1.47 1 1.47

2 1 1.47 2 2.94

3 1 1.47 3 4.41

4 4 5.88 7 10.29

5 10 14.71 17 25.00

6 3 4.41 20 29.41

7 15 22.06 35 51.47

8 10 14.71 45 66.18

9 15 22.06 60 88.24

10 = Best mental health care possible 8 11.76 68 100.00

THIS MATERIAL WAS PREPARED BY THE ARKANSAS FOUNDATION FOR MEDICAL CARE INC. (AFMC) UNDER CONTRACT WITH THE ARKANSAS DEPARTMENT OF HUMAN SERVICES, DIVISION OF MEDICAL SERVICES.THE CONTENTS PRESENTED DO NOT NECESSARILY REFLECT ARKANSAS DHS POLICY. THE ARKANSAS DEPARTMENT OF HUMAN SERVICES IS IN COMPLIANCE WITH TITLES VI AND VII OF THE CIVIL RIGHTS ACT. MP2-MH.BSS.RPT,12/16

2016 customer satisfaction survey results - afmc · 2017-01-13 · arkansas’ community mental...

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