Synergy Partners, LLC Consumer Survey Report December, 2014 · 2018. 3. 20. · Synergy Partners...

Prepared by Synergy Partners, LLC

Quality Management Department

Synergy Partners, LLC Consumer Survey Report

December, 2014



Table of Contents

Methodology ............................................................................................................................... 3

Summary/Recommendations ...................................................................................................... 4

Findings ...................................................................................................................................... 6

Synergy Partners Satisfaction Survey Results

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METHODOLOGY

Purpose: To ensure that service requirements of consumers, consumer families, advocacy groups

and stakeholders are being met. This information is incorporated into the network’s quality

improvement activities ensuring that consumers’ satisfaction and the result of outcomes are

utilized in evaluating and improving provider performance.

Methodology

A census of 15% of consumers that have an open authorization for Skill Building Services, 100%

of consumers that have a Habilitation Supports Waiver (HSW) and 100% of consumers receiving

respite services through self-determination and 100% of clients that have an Autism Waiver will

be the survey population. This will result in a program population numeration convenience

sample.

Surveys are administered to the consumer’s family or advocate when the consumer is not able to

respond to the survey questions. Also, when the consumer is able to respond to the survey

questions, the involvement of their families and advocates in the survey process may be

appropriate. Consumers are to be told that all responses to the questions are confidential, that their

identity will remain anonymous and that their responses will in no way effect their services.

o 645 Surveys were mailed for the Synergy Network (Skill Building, having an open

authorization through November 2014 and 100% of persons receiving HSW

services.)

o 145 responses were received, achieving a 22.4% response rate.

All responses were recorded in an access database from which the results were tabulated.

Other Important Survey Issues: U

During the 2011 reporting period, question #7 has been added to include the following: ‘I feel I

am involved in activities that are meaningful’. The question was added as a part of Synergy’s

Strategic Plan for determining the effectiveness of supports and services in assisting individuals in

developing the lives they wish to have.

The method utilized to administer the survey:

Mail

Consumers were provided with a stamped, addressed, envelope to protect anonymity in

which to mail their completed survey. All envelopes were delivered to the reception

area at Synergy Partners where the receptionist opened and disposed of all addressed

envelopes via the confidential shredder system to protect consumer anonymity. All

surveys were then delivered to the Quality Management Department for tabulation and

analysis.


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Survey Design

The survey is designed using a Likert-type format. It is designed to allow

consumers to express varying degrees of satisfaction/agreement or

dissatisfaction/disagreement. The survey will use the following scale:

Strongly

Agree

Agree

Neutral

Disagree

Strongly

Disagree

Not

Applicable

1. The disagree/strongly disagree end represents a negative response, while the

strongly agree/agree end represents a positive response.

2. “Neutral” and “Not Applicable responses will not be included in any agree or

disagree counts.

3. For process reliability and comparability purposes, the questions and the order

in which they appear are not to be changed.

4. The Survey may be duplicated in larger print for ease of readability.

5. There may be other meaningful and valid questions that can be added to the end

of the questionnaire.

6. Standardized survey questions may not be reworded, but consumers who do not

understand the question may need help with the meaning.

SUMMARY The Consumer Survey has a total of 21 questions as follows:

Question # 1 – I am satisfied with the services received.

Question # 2 – I was given the information needed to make choices about the services to be

received.

Questions # 3 – I was given the information I needed to make choices about treatment

goals.

Question # 4 – The people helping us stuck with us no matter what.

Question # 5 – I had a staff person to talk to when I needed to.

Question # 6 – I was encouraged by staff to participate in treatment and services.

Question # 7 – I feel I am involved in activities that are meaningful to me and help make

my life better.

Question # 8 – Services received were the ones I thought were needed.

Question # 9 – Location of services were convenient (i.e., parking, distance,

transportation).

Question # 10 – Services were available at times that were convenient.


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Question # 11- Staff has been respectful.

Question # 12 – Staff has explained things in a way I understand.

Question # 13 – I have been comfortable asking staff questions.

Question # 14 – Staff has given me information about recipient rights.

Question # 15 – I am free to complain if I didn’t like something about services received.

Question # 16 – Staff sensitive to cultural background when needed.

Question # 17 – I am satisfied with the current living situation.

Question # 18 – I like the current school, work setting, and/or activity programs.

Question # 19 – If I had other choices, I would still get services from this agency.

Question # 20 – I would recommend this agency to a friend or family member.

Question # 21 – Directories of the services received, progress is made toward our goals.

Recommendations/Follow-up:

The final results will be reviewed with the Synergy Quality Management Committee, Consumer

Advisory Board (SAFIC), Clinical Advisory Committee and the Board of Directors to assess how

to proceed with the network and programmatic issues and challenges, if any, identified by the

survey.


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FINDINGS ”.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=140

Strongly Agree - Agree 96.4%

Strongly Disagree - Disagree 3.6%

Question #1 I am satisfied with the services received.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=136



Question #2 I was given the information needed to make choices about the services to be

received.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=128



Question #3 I was given the information needed to make

choices about treatment goals.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=127



Question #4 The people helping us stuck with us no

matter what.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=138



Question #5 I had a staff person to talk to when I needed.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=120



Question #6 I was encouraged by staff to participate in

treatment and services.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=126



Question #7 I feel I am involved in activities that are meaningful to me and help make my life

better.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=130



Question #8 The services received were the ones I thought

were needed.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=121



Question #9 The location of services was convenient.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=132



Question #10 Services were available at times that were

convenient.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=140



Question #11 Staff has been respectful.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=135



Question #12 Staff has explained things in a way that I

understand.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=136



Question #13 I have been comfortable asking staff

questions.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=137



Question #14 Staff have given me information about

Recipient Rights


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=131



Question #15 I have felt free to complain if I didn't like something about the services received.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=112



Question #16 Staff has been sensitive to my cultural

background when needed.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=140



Question #17 I am satisfied with the current living

situation.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=128



Question #18 I like the current school, work setting,

and/or activity programs.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=129



Question #19 If I had other choices, I would still get

services from this agency.

0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=129



Question #20 I would recommend this agency to a friend

or family member.


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0.0%

20.0%

40.0%

60.0%

80.0%

100.0%

n=130



Question #21 As a direct result of services received,

progress is being made towards achieving our goals.

Synergy Partners, LLC Consumer Survey Report December, 2014 · 2018. 3. 20. · Synergy Partners...

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