baptcare family and community services 2011-12 client feedback survey results
TRANSCRIPT
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Family & Community ServicesClient Feedback Results 2011-12
August 2012
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Contents
• Survey Overview
• Results
– Response by State
– Month of Data Collection
– Type of Service
– Baptcare Area of Service
– Client Type
– Service Attributes• Level of satisfaction (% strongly agree or agree)
• Conversion into ‘average score out of 5’
• Summary
• Next steps
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Survey Overview
• The sample consisted of persons who had accessed a Family &
Community Services program in 2011-2012 in Victoria and
Tasmania
• Participation was entirely voluntary
• Data was collected from March 2011-June 2012
– Via paper-based survey or on-line (Survey Monkey)
– Data collected upon completion of the program
• Over 100 clients provided valuable feedback
**Note, all results are based off the total sample and expressed as % unless otherwise indicated
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Response by State (%)
The majority of
feedback was obtained
from Victorian clients
(61%)
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Month of Data Collection (%)
There was a big boost in response from Victoria during the latter
half of 2011, while the response in Tasmania increased during
the first half of 2012
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Type of Service (%)
In Victoria, the majority of feedback (58.3%) was received from
Disability clients, whereas in Tasmania, most of the feedback
came from Family Services (55.6%)
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Baptcare Area of Service (%)
Over half of the feedback (52%) was received from clients who
received their service in Melbourne, and just under one third
(31%) of feedback came from services received in Launceston
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Client Type (%)
Over two thirds (67%) of clients were adults with parental or
other caring responsibilities. Almost one in ten (9%) clients were
under the age of 18 years.
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Service Attributes
• The following slides present data collected on a range of service-
related attributes
• All respondents were asked how much they agreed or disagreed
with each statement (5 point scale)
• Results presented are % strongly agree or agree
• Results are also reported and summarised as an ‘average score out
of 5’
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Staff were welcoming and accepting(% strongly agree or agree)
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Given clear information about available
services(% strongly agree or agree)
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I was listened to and given choices(% strongly agree or agree)
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I would recommend Baptcare to others
like me(% strongly agree or agree)
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My personal information was kept
confidential(% strongly agree or agree)
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I am satisfied with the service from
Baptcare(% strongly agree or agree)
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I would call Baptcare again if I needed
to(% strongly agree or agree)
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My human rights and dignity were
respected(% strongly agree or agree)
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My needs were understood and
respected(% strongly agree or agree)
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My worker developed a plan to reach
my goals(% strongly agree or agree)
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Baptcare cares about people and puts
clients first(% strongly agree or agree)
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Overall Baptcare is well run and
efficient(% strongly agree or agree)
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It was easy and straightforward to
contact Baptcare(% strongly agree or agree)
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I was told how to make a complaint if I
wasn’t happy with Baptcare(% strongly agree or agree)
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My Baptcare worker was flexible and
reasonable(% strongly agree or agree)
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I was offered information and given
help to access other services(% strongly agree or agree)
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I was asked for consent for personal
information to be given to other services(% strongly agree or agree)
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Things have changed for the better for
me and my family since using service(% strongly agree or agree)
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I felt well-prepared for my Baptcare
service to finish(% strongly agree or agree)
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Overall rating of service attributes (VIC)(average score/5)
SAT ISFACT ION WIT H SERVICE AT T RIBUT ES (VIC) MEAN
Ba p tca re s ta ff we re we lco ming a nd a cce p ting 4.7
I was given clear information about Baptcare services available to me 4.5
I was listened to and given choices 4.5
I would recommend Baptcare to other people like me 4.5
I was told that my personal information would be kept confidentially 4.5
Overall I am satisfied with the service I got from Baptcare 4.5
I would call Baptcare in the future if I needed help again 4.5
My human rights and my dignity were respected by Baptcare 4.5
I felt as though my needs/ my family’s needs were understood and respected 4.4
My Baptcare worker developed with me a plan to reach my goals 4.4
Overall I think that Baptcare cares about people and puts clients first 4.4
Overall I think that Baptcare is well-run and efficient 4.4
It was easy and straightforward to contact Baptcare 4.4
I was told how to make a complaint if I wasn’t happy with the Baptcare service 4.4
My Baptcare worker was flexible and reasonable 4.4
I was offered information about and helped to get other services 4.4
Things have changed for the better for me and my family as a result of using Baptcare services 4.4
I was asked for my consent to have my personal information given to another service 4.3
I felt well-prepared and ready for my Baptcare service to finish 4.0
T he re wa s little d e la y b e fo re I s ta rte d re ce iv ing a se rv ice 3.6
OVERALL MEAN SCORE 4.4
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Overall rating of service attributes (TAS)(average score/5)
SAT ISFACT ION WIT H SERVICE AT T RIBUT ES (T AS) MEAN
Ba p tca re s ta ff we re we lco ming a nd a cce p ting 4.8
I would call Baptcare in the future if I needed help again 4.7
I would recommend Baptcare to other people like me 4.6
I was given clear information about Baptcare services available to me 4.6
I felt as though my needs/ my family’s needs were understood and respected 4.6
Overall I think that Baptcare cares about people and puts clients first 4.6
My human rights and my dignity were respected by Baptcare 4.6
Overall I am satisfied with the service I got from Baptcare 4.5
I was listened to and given choices 4.5
My Baptcare worker was flexible and reasonable 4.5
I was told that my personal information would be kept confidential 4.4
I was offered information about and helped to get other services 4.4
Overall I think that Baptcare is well-run and efficient 4.4
It was easy and straightforward to contact Baptcare 4.4
Things have changed for the better for me and my family as a result of using Baptcare services 4.2
I was asked for my consent to have my personal information given to another service 4.3
My Baptcare worker developed with me a plan to reach my goals 4.3
There was little delay before I started receiving a service 3.9
I was told how to make a complaint if I wasn’t happy with the Baptcare service 3.7
I fe lt we ll-p re p a re d a nd re a d y fo r my Ba p tca re se rv ice to finish 3.6
OVERALL MEAN SCORE 4.6
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Summary
• Baptcare attributes were rated consistently high
across most measures, indicating client’s
satisfaction with Baptcare service delivery.
• ‘Baptcare staff were welcoming and
accepting’ - highest rated measure
• ‘Delay in receiving service’ and ‘feeling
ready for the service to end’ - lowest rated
measure
• Non-significant differences in satisfaction
between Victoria and Tasmania
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Next Steps
• Revised Client Feedback Surveys will be
implemented in September 2012
• Communication strategy to staff to be
confirmed asap
• Consideration to be given on how to best
capture feedback from vulnerable populations:• Children
• Persons seeking asylum
• Reduced cognitive capacity