consumer perception survey report - co.imperial.ca.us · during fy 15-16 the consumer perception...

Imperial County Behavioral Health Services

Consumer Perception Survey Report

FY 2015-2016

Presented by: Gilda Adame

FY 15-16 Prepared by: GA QIC: 6/8/17

1

IMPERIAL COUNTY BEHAVIORAL HEALTH SERVICES

Consumer Perception Survey Results

FY 15-16

Purpose of Survey

The Department of Health Care Services (DHCS) is required to collect and report to the legislature data on county performance as established by AB

188 (Bronzan, Chapter 89, Statutes of 1991), commonly known as Realignment. Additionally, as a condition of receiving federal Substance Abuse

and Mental Health Services Administration (SAMHSA) funds, DHCS must also be responsive to federal performance reporting initiatives and

incorporate nationally derived accountability indicators.

Methodology

The survey method uses a point-in-time method that targets all consumers receiving face-to-face mental health services, case-management, day

treatment and medication services from county-operated and contract organization providers during a two-week sampling period semi-annually,

throughout the state of California.

During FY 15-16 the Consumer Perception Survey was administered twice (Fall 2015 and Spring 2016) to consumers receiving services at all MHP

team centers. The survey was administered in the threshold languages of English and Spanish. Prior to the date of the survey a specialized training

“Consumer Perception Survey Data Collection Training” was provided to Adult, Children and Youth and Young Adult Service staff.

The following groups receiving specialty mental health services were surveyed during two sampling periods over the fiscal year, 137 youth (age 13-

17), 389 family members/caregivers of youth, 313 adults (age 18-59), and 36 older adults (age 60+). There were a total of 507 participants in the Fall

of 2015 and 368 participants in the Spring 2016.

The following is a summary of the findings of the FY 15-16 Consumer Perceptions Surveys Satisfaction Rates.

A total of 137 youth surveys were completed during FY 15-16. During Fall 2015 and Spring 2016 youth participants reported high satisfaction (76-

93%) in the areas of General Satisfaction, Perception of Access, Participation in Treatment Planning, Social Connectedness and Cultural Sensitivity.

The lowest satisfaction (57-72%) reported by youth was in the following areas: Perception of outcome of services, and perception of functioning.

Detailed information for the Youth survey results is found on pages 3-8.

A total of 389 youth families surveys were completed during FY 15-16. During Fall 2015 youth families reported low satisfaction (36% to 54%) in

all areas surveyed. However, during Spring 2016 youth families reported a significant satisfaction increase (82-97%) in the following areas: General

Satisfaction, Perception of Access, Participation in Treatment Planning, Social Connectedness and Cultural Sensitivity. The lowest satisfaction

2

reported by youth families during the Spring 2016 (70-73%) was in the following areas: Perception of outcome of services, and perception of

functioning. Detailed information for the Youth for Families survey results is found on pages 9-14.

In addition, a comparison chart of Youth and Youth for Families Satisfaction Item – Analysis is found on page 15 of this document.

A total of 313 adult consumers completed the survey during FY 15-16. During Fall 2015 and Spring 2016 surveys, adult clients reported high

satisfaction (87-94%) in the areas of: General Satisfaction, Perception of Access, Quality and Appropriateness, and Participation in Treatment

Planning. The lowest satisfaction (55-71%) reported by adults was in the following areas: Perception of outcome of services, Social Connectedness

and Perception of Functioning. Detailed information for the Adult survey results is found on pages 16-21.

A total of 36 Older Adult consumers completed the survey during FY 15-16. During Fall 2015 and/or Spring 2016 surveys, older adult consumers

reported high satisfaction (81-95%) in the areas of: General Satisfaction, Perception of Access, Quality and Appropriateness, Participation in

Treatment Planning and Social Connectedness (Spring only). The lowest satisfaction (53-75%) reported by older adults was in the following areas:

Perception of outcome of services, Social Connectedness (Fall only) and Perception of Functioning. Detailed information for the Older Adult survey

results is found on pages 22-27.

In addition, a comparison chart entitled Adult and Older Adult Satisfaction Item – Analysis is found on page 28 of this document.

3

Satisfaction Rates Youth MHSIP Consumer Survey

83 83 82

72

79

93

67

84

76

83

63

82

89

57

0

10

20

30

40

50

60

70

80

90

100

GeneralSatisfaction

Perception ofAccess

Perception ofParticipation in

TreatmentPlanning

Perception ofOutcomes of

Services

Perception ofSocial

Connectedness

Perception ofCultural Sensitivity

Perception ofFunctioning

Satisfaction Rates Youth MHSIP Consumer Survey

Youth Survey Fall 2015 (n=74) Youth Survey Spring 2016 (n=63)

4

Approximately 25 percent of youth participants reported receiving services for more than one year and 75 percent for less than one year. There was an increase

during Spring 2016 in “police encounters and arrests” for those served less than 1 year when compared to Fall 2015. Police encounters remained the same for

some participants and a few participants reported been arrested for those served more than 1 year during Spring 2016.

3

19

3

2219

22

2

13

3

2227

24

05

1015202530

This is my first visithere.

I have had more thanone visit but I have

received services lessthan one month

1-2 Months 3-5 Months 6 Months to 1 year More than 1 year

Youth MHSIP Consumer Survey - Length of ServicesApproximately, how long have you received services here?

(% of Respondents)


8 10 2

67

122 5

60

0

20

4060

80

Been reduced (for example, Ihave not been arrested, hassled

by police, taken by police to ashelter or crisis program)

Stayed the same Increased. Not applicable (I had no policeencounters this year or last year)

Youth MHSIP Consumer Survey - Police Encounter DataServed Less Than 1 Year

Since you began to receive mental health services, have your encounters with the police . . .(% of Respondents)


5

4

0

7 7

0

2

4

6

8

Yes No

Youth MHSIP Consumer Survey - Arrest DataServed Less Than 1 Year

Were you arrested since you began to receive mental health services? and Were you arrested during the 12 months prior to that?

(% of Respondents)


13

81

727

47

020406080

100

Been reduced (for example, youhave not been arrested, hassled


Stayed the same Increased Not applicable (I had no policeencounters this year or last year)

Youth MHSIP Consumer Survey - Police Encounter DataServed More Than 1 Year

Over the last year, have your encounters with the police . . . (% of Respondents)


6

7

0

2

4

6

8

Yes No

Youth MHSIP Consumer Survey - Arrest DataServed More Than 1 Year

Were you arrested during the last 12 months? and

Were you arrested during the 12 months prior to that?(% of Respondents)


7

During Fall 2015 and Spring 2016 surveys, youth participants represented an average of 58 percent male and 42 percent female. In Fall 2015 and Spring 2016

youth participants represented an average of 69 percent Hispanic/Latino. During Fall 2015 participants reported belonging to the following races: 3 percent

American Indian/Alaskan Native, 6 percent Black/African American, 30 percent White/Caucasian, 2 percent Other and 6 percent Unknown.

49

35

52

37

0

10

20

30

40

50

60

Female Male Other

Youth MHSIP Consumer Survey - Gender(% of Respondents)


65

11

26

73

1116

0

10

20

30

40

50

60

70

80

Yes No Unknown

Youth MHSIP Consumer Survey - Are you of Mexican / Hispanic / Latino Origin?(% of Respondents)


8

Respondent Information Service and Access Data - Youth Services Survey

Survey Period Were the services you received provided in the language you prefer?

Was written information available to you in the language you prefer?

Fall 2015 Yes: 78% No: 4% Missing:8% Yes: 73% No: 8% Missing:19%

Spring 2016 Yes: 81% No: 2% Missing: 17% Yes: 78% No: 6% Missing:16%

Please identify who helped you complete any part of this survey Fall 2015 Spring 2016

I did not need any help. 42 51

A mental health advocate / volunteer helped me. 0 0

Another mental health consumer helped me. 1 3

A member of my family helped me. 19 13

A professional interviewer helped me. 0 0

My clinician / case manager helped me. 8 12

A staff member other than my clinician or case manager helped me. 4 14

Someone else helped me. 0 0

41

4

24

133

6

3

30

2

6

0

5

10

15

20

25

30

35

AmericanIndian/Alaskan

Native

Asian Black/AfricanAmerican

Native Hawaiian White/Caucasian Other Unknown

Youth MHSIP Consumer Survey - Race(% of Respondents)


9

Satisfaction Rates Youth for Families MHSIP Consumer Survey

48 50 51

36

50 54

39

8493 90

7082

97

73

0

20

40

60

80

100

120

GeneralSatisfaction

Perception ofAccess


TreatmentPlanning


Services

Perception ofSocial

Connectedness

Perception ofCultural Sensitivity


Satisfaction Rates Youth for Families MHSIP Consumer Survey

Youth for Families Survey Fall 2015 (n=272) Youth for Families Survey Spring 2016 (n=117)

10

During Fall 2015 and Spring 2016 there was a decrease in police encounters and an increase in arrests in Fall 2015 when compared to Spring 2016 for those

served less than 1 year. Police encounters were reduced during Fall 2015 and Spring 2016, and during Spring 2016 arrests decreased when compared to Fall

2015 for those served more than 1 year.

310

15 13 10

40

3 4 615

23

44

01020304050

This is my child's firstvisit here.

My child has had morethan one visit but hasreceived services less

than one month


Respondent InformationYouth for Families MHSIP Consumer Survey - Length of ServicesApproximately, how long has your child received services here?

(% of Respondents)


6 1

65

8

57

0

20

40

60

80

Been reduced (for example, theyhave not been arrested, hassled bypolice, taken by police to a shelter

or crisis program)

Stayed the same Increased Not applicable (they had no policeencounters this year or last year)

Youth for Families MHSIP Consumer Survey - Police Encounter DataServed Less Than 1 Year

Since your child began to receive mental health services, have their encounters with the police . . . (% of Respondents)


11

3

1

7

3

0

2

4

6

8

Yes No

Youth for Families MHSIP Consumer Survey Arrest Data - Served Less Than 1 YearWas your child arrested since you began to receive mental health services?

andWas your child arrested during the 12 months prior to that?

(% of Respondents)


4 2 2

79

4

71

020406080

100

Been reduced (for example, theyhave not been arrested, hassled


Stayed the same Increased Not applicable (they had nopolice encounters this year or

last year)

Youth for Families MHSIP Consumer Survey - Police Encounter DataServed More Than 1 Year

Over the last year, have your child's encounters with the police . . .(% of Respondents)


12

5

3

2 2

0

1

2

3

4

5

6

Yes No

Youth for Families MHSIP Consumer Survey - Arrest DataServed More Than 1 Year

Was your child arrested during the last 12 months?and

Was your child arrested during the 12 months prior to that?(% of Respondents)


13

During Fall 2015 and Spring 2016 surveys, youth represented were approximately 50 percent female and 50 percent male. In Fall 2015 and Spring 2016 youth

represented 100 percent Hispanic/Latino. During Spring 2016 participants reported their child belonging to the following races: 6 percent American

Indian/Alaskan Native, 2 percent Asian, 4 percent Black/African American, 3 percent Native American, 34 percent White/Caucasian, 18 percent Other and 1%

Unknown.

35

53

37

49

0

10

20

30

40

50

60

Female Male Other

Youth for Families MHSIP Consumer Survey - Gender(% of Respondents)


76

915

68

1319

0

20

40

60

80

Yes No Unknown

Youth for Families MHSIP Consumer Survey Are either of Mexican / Hispanic / Latino Origin?

(% of Respondents)


14

Respondent Information Service and Access Data - Youth Services Survey for Families

Survey Period

Were the services your child received provided in the language he/she preferred?


Fall 2015 Yes: 81% No: 1% Missing:18% Yes: 79% No: 1% Missing:19%

Spring 2016 Yes: 77% No: 4% Missing:19% Yes: 75% No: 3% Missing:22%










2 3

2926

16

2 43

34

18

105

10152025303540


Native



Respondent InformationYouth for Families MHSIP Consumer Survey - Race

(% of Respondents)


15

Youth and Youth for Families Satisfaction Item – Analysis

INDIVIDUAL ITEMS

YOUTH FAMILY MEMBER / CAREGIVER

Average Score Average Score

Fall 2015 Spring 2016 Fall 2015 Spring 2016

AC

CES

S

TO

SER

VIC

E

S

The location of services was convenient for us.

74 65 46 84

Services were available at times that were convenient for us.

79 76 51 90

CU

LTU

RA

L

AP

PR

OP

RIA

TEN

ESS

Staff treated me with respect.

78 81 47 83

Staff respected my family’s religious/spiritual beliefs.

88 89 53 96

Staff spoke with me in a way that I understood.

91 94 53 93

Staff were sensitive to my cultural/ethnic background.

72 63 46 82

PA

RTI

CIP

ATI

ON

IN T

REA

TMEN

T I helped to choose my/my child’s services.

69 75 47 83

I helped to choose my/my child’s treatment goals.

78 79 47 87

I participated in my/my child’s treatment.

74 84 50 88

GEN

ERA

L SA

TISF

AC

TIO

N

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

68 75 40 71

The people helping me/my child stuck with me/us no matter what.

72 75 43 78

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

72 74 46 79

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

83 81 49 86

I/my family got the help I/we wanted (for my child).

87 89 43 77

I/my family got as much help as I/we needed (for my child).

67 57 47 79

16

Satisfaction Rates Adult MHSIP Consumer Survey

9490 90 89

71 71

60

91 88 88 87

58

70

55

0

10

20

30

40

50

60

70

80

90

100

GeneralSatisfaction

Perception ofAccess

Perception ofQuality and

Appropriateness


TreatmentPlanning


Services

Perception ofSocial

Connectedness


Satisfaction Rates Adult MHSIP Consumer Survey

Adult Survey Fall 2015 (n=144) Adult Survey Spring 2016 (n=169)

17

Approximately 55% of participants reported receiving services for more than one year and 41% percent for less than one year. There was a decrease during

Spring 2016 in police encounters and arrests for those served less than 1 year when to compared to Fall 2015. Police encounters and arrests decreased during

Spring 2016 for those served more than 1 year when compared to Fall 2015.

17 8 12 12

49

29 7

1520

37

0102030405060

This is my first visithere




Adult MHSIP Consumer Survey - Length of ServicesApproximately, how long have you received services here?

(% of Respondents)


7 12

46

9 8

64

0

20

40

60

80

Been reduced (for example, I havenot been arrested, hassled by

police, taken by police to a shelteror crisis program)


Adult MHSIP Consumer Survey - Police Encounter DataServed Less Than 1 Year

Since you began to receive mental health services, have your encounters with the police . . . (% of Respondents)


18

9

4

7

10

0

2

4

6

8

10

12

Yes No

Adult MHSIP Consumer Survey - Arrest DataServed Less Than 1 Year

Were you arrested since you began to receive mental health service?and



156 1

62

103

71

0

20

40

60

80




Adult MHSIP Consumer Survey - Police Encounter DataServed More Than 1 Year

Over the last year, have your encounters with the police . . .(% of Respondents)


19

6

3

8

5

0

5

10

Yes No

Adult MHSIP Consumer Survey - Arrest DataServed More Than 1 Year

Were you arrested during the 12 months prior to that?and

Were you arrested during the last 12 months?(% of Respondents)


20

During Fall 2015 adult participants were 55 percent female and 45 percent male and during Spring 2016 surveys, 60 percent female and 40 percent male. In Fall

2015 and Spring 2016 participants represented approximately 100 percent Hispanic/Latino. During Spring 2016 participants reported belonging to the following

races: 5 percent Native American, 1 percent Asian, 5 percent African American, 1 percent Native Hawaiian 37 percent Caucasian, 17 percent Other, and 5

percent Unknown.

49

40

1

55

36

0

10

20

30

40

50

60

Female Male Other

Adult MHSIP Consumer Survey - Gender(% of Respondents)


69

10

20

63

2215

0

10

20

30

40

50

60

70

80

Yes No Unknown

Adult MHSIP Consumer Survey - Are you of Mexican / Hispanic / Latino Origin?(% of Respondents)


21

Respondent Information Service and Access Data - Adult MHSIP Consumer Survey

Survey Period

Were the services you received provided in

the language you prefer?

Was written information available to you in the

language you prefer?

What was the primary reason you became involved with this program?

Fall 2015 Yes: 80% No: 3% Missing:17%

Yes: 81% No: 3% Missing:17%

I decided to come in on my own: 40% Someone else recommended that I come in: 41% I came in against my will: 1%

Spring 2016













3 1 31

41

23

25 1 51

37

17

5

01020304050


Native



Respondent InformationAdult MHSIP Consumer Survey - Race

(% of Respondents)


22

Satisfaction Rates Older Adults MHSIP Consumer Survey

82

9488

94

75 73 73

9589

9489

72

81

53

0

10

20

30

40

50

60

70

80

90

100

GeneralSatisfaction

Perception ofAccess

Perception ofQuality and

Appropriateness


TreatmentPlanning


Services

Perception ofSocial

Connectedness


Satisfaction Rates Older Adult MHSIP Consumer Survey

Older Adult Survey Fall 2015 (n=17) Older Adult Survey Spring 2016 (n=19)

23

There was an increase in the percentage of participants who reported receiving services for more than one year from 47 percent Fall 2015 to 58 percent Spring

2016. During Fall 2015 and Spring 2016 police encounters primarily remained the same for those served less than 1 year, there were no arrests. The police

encounters for those served more than 1 year decreased significantly during Spring 2016 when compared to the Fall 2015, there were no arrests.

6 6 6 6

47

511 11 11

58

010203040506070

This is my first visithere




Older Adult MHSIP Consumer Survey - Length of ServicesApproximately, how long have you received services here?

(% of Respondents)


25 2514

29

14

010203040




Older Adult MHSIP Consumer Survey - Police Encounter DataServed Less Than 1 Year

Since you began to receive mental health services, have your encounters with the police . . . (% of Respondents)


24

14

0

5

10

15

Yes No

Older Adult MHSIP Consumer Survey - Arrest DataServed Less Than 1 Year

Were you arrested since you began to receive mental health services?and



13 13

7564

0

20

40

60

80




Older Adult MHSIP Consumer Survey - Police Encounter DataServed More Than 1 Year

Over the last year, have your encounters with the police . . . (% of Respondents)


25

0

0.5

1

1.5

Yes No

Respondent InformationOlder Adult MHSIP Consumer Survey - Arrest Data

Served More Than 1 YearWere you arrested during the last 12 months?

andWere you arrested during the 12 months prior to that?

(% of Respondents)


26

During Fall 2015 and Spring 2016 surveys, older adult participants were largely female. In Fall 2015 and Spring 2016 participants represented 100 percent

Hispanic/Latino. During Spring 2016 Survey participants reported belonging to the following races: 5 percent Native American, 6 percent African American, 5

percent Native Hawaiian, 47 percent Caucasian, 21 percent Other, and 16 percent Unknown.

65

24

63

26

0

20

40

60

80

Female Male Other

Older Adult MHSIP Consumer SurveyGender

(% of Respondents)


59

29

12

4232

26

0

10

20

30

40

50

60

70

Yes No Unknown

Respondent InformationOlder Adult MHSIP Consumer Survey - Are you of Mexican / Hispanic / Latino Origin?

(% of Respondents)


27

Respondent Information Service and Access Data - Older Adult MHSIP Consumer Survey

Survey Period

Were the services you received provided in

the language you prefer?


What was the primary reason you became involved with this program?

Fall 2015 Yes: 71% No: 6% Missing:24%



Spring 2016 Yes: 79% No: 0%

Missing:21%

Yes: 84% No: 0%

Missing:16%

I decided to come in on my own: 37%

Someone else recommended that I come in: 47% I came in against my will: 0%










6 6

35

18

55 5

47

2116

0

10

20

30

40

50


Native



Older Adult MHSIP Consumer Survey - Race(% of Respondents)


28

Adult and Older Adult Satisfaction Item – Analysis

INDIVIDUAL ITEMS

ADULT OLDER ADULT Satisfaction % Satisfaction %

Fall 2015

Spring 2016

Fall 2015

Spring 2016

AC

CES

S T

O

SER

VIC

ES

The location of services was convenient (parking, public transportation, distance, etc.). 86 84 82 89

Staff members were willing to help as often as I felt it was necessary 76 68 88 79

Staff returned my calls within 24 hours. 88 88 88 95

Services were available at times that were good for me. 79 80 82 79

I was able to get all the services I thought I needed. 88 82 88 79

I was able to see a psychiatrist when I wanted to. 80 80 94 89

AP

PR

OR

PIA

TEN

ESS

OF

CA

RE

Staff here believed that I could grow, change, and recover. 79 80 88 89

I felt free to complain. 92 89 76 50

I was given information about my rights. 82 75 82 94

Staff encouraged me to take responsibility for how I live my life. 79 74 82 83

Staff told me what side effects to watch for. 81 87 94 78

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

85 82 82 78

Staff members were sensitive to my cultural/ethnic background (race, religion, language, etc.). 88 86 82 94

Staff helped me obtain the information needed so I could take charge of managing my illness. 80 76 88 83

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

75 79 88 78

PA

RTI

CIP

ATI

ON

IN T

REA

TMEN

T

I felt comfortable asking questions about my treatment and medication.

86 83 94 89

I, not staff, decided my treatment goals.

80 76 76 84

GEN

ERA

L

SATI

SFA

CTI

ON

I like the services that I received here.

92 90 88 95

If I had other choices, I would still choose to get services from this agency.

92 91 88 89

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

86 82 82 79

consumer perception survey report - co.imperial.ca.us · during fy 15-16 the consumer perception...

Documents