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Personal Care Home Satisfaction Survey
SURVEY RESULTS REPORT
October, 2006
TABLE OF CONTENTS Executive Summary and Recommendations ....................................... 1
Summary........................................................................................... 1 Recommendations ............................................................................ 2
Introduction.......................................................................................... 3 Objectives of the Satisfaction Survey............................................... 3
Survey Methodology............................................................................ 4 Implementation of Survey ................................................................ 4 Limitations of the Survey ................................................................. 4
Key Findings........................................................................................ 5 Overview .......................................................................................... 5 Overall Correlation Analysis .......................................................... 23
Acknowledgements
To the Personal Care Home clients who took the time to complete the survey.
To the Personal Care Home staff for supporting the
process.
1
Executive Summary and Recommendations Summary Client feedback can enhance and guide the services provided to caregivers. The Personal Care Home Satisfaction Working Group used a tool developed by the team. In the tools development, the team reviewed both the team’s previous survey and other tools being used for satisfaction surveys. The tool consists of 32 questions related to service. The survey was provided in both English and French. The survey was conducted in Spring 2006. Of the 5614 clients surveyed, 2075 participated in the survey, for a 37% response rate. 89.1% of respondents were strongly satisfied (41.2%) or satisfied (47.9%) with the overall service. The strongest drivers of quality are related to:
• Feeling safe • Skilled and knowledgeable staff • Feeling cared about • Being treated with respect • Staff responding to concerns • Getting help when in pain • Receiving help when needed • Being informed about care
2
Recommendations It is recommended that… 1. The Personal Care Home Team review this report for
opportunities for improvement. 2. The client satisfaction survey results be compared with other
elements of the “voice of the client” results (e.g. Complaints, compliments) to provide further guidance to the program on where there are opportunities for improvement/development.
3. The findings in this survey be shared widely so that the Personal
Care Homes can celebrate what they are doing well and focus on service areas that need to improve.
3
Introduction Background The Personal Care Home team felt it was important to get feed back from their clients on a regional basis. Personal Care Homes have surveyed clients on a site basis using various tools. This was an opportunity to get a picture of client feedback regionally using the same tools.
Objectives of the Satisfaction Survey 1. To solicit feedback from the Personal Care Home clients; 2. To provide future direction for improvements to client services
based on information gathered by the use of a client satisfaction measurement tool.
4
Survey Methodology Implementation of Survey The Personal Care Home Satisfaction Working Group used a tool developed by the team. In the tools development, the team reviewed both the team’s previous survey and other tools being used for satisfaction surveys. The tool consists of 32 questions related to service. The survey was provided in both English and French. The survey was conducted in Spring 2006. Of the 5614 clients surveyed, 2075 participated in the survey, which is a 37% response rate.
2075 clients completed 37% response rate
Limitations of the Survey Limitations were identified with the tool used:
Use of a Non-Standardized Tool • The tool provides answers to questions specific to
Personal Care Home; however, the questions have not been validated.
5
Key Findings
Overview The following section of this report has the following goals: • To identify and examine the level of satisfaction that Personal
Care Home clients have with the care and services they receive; • To identify opportunities for improvement for Personal Care
Homes as it relates to client services. Interaction with Staff
Of the 2043 respondents, 53.4% strongly agreed with the statement I feel welcome here; 40.3% agreed and 4.5% were neutral. 1.4% of the respondents disagreed and 0.4% strongly disagreed. 93.7% of the
respondents either strongly agreed or agreed with the statement, I feel welcome here.
I feel welcome here
0.41.44.5
40.3
53.4
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
6
51.2% of the respondents strongly agreed being treated with respect by the staff; 41.9% agreed and 5.2% responded neutral. 1.2% disagreed while 0.4 strongly disagreed.
93.1% of the 2040 responded that they were treated with respect by the staff.
I am treated with respect by the staff (N = 2040)
0.41.25.2
41.951.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
42.6% strongly agreed with the statement staff care about me; 45.5% agreed while 9.7% responded neutral. 1.7% disagreed and 0.5% strongly disagreed.
88.1% of the respondents indicated that staff cared about them.
The staff care about me (N=2028)
0.51.79.7
45.542.6
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
7
Of the 2031 respondents, 42% strongly agreed that staff are easy to talk to, 46.3% agreed, and 8.1% responded neutral. 2.2% were in disagreement and 0.5% strongly disagreed.
88.3% strongly agreed or agreed that staff are easy to talk to.
The staff are easy to talk to (N = 2031)
0.52.28.1
46.342.8
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Majority of the respondents, 48.7%, agreed that staff respect their privacy; 40% strongly agreed, while 8.9% reported neutral. 1.9% and 0.5% disagreed and strongly disagreed respectively.
48.7% of the respondents agreed that staff respected their privacy; while 40% strongly agreed.
The staff respect my privacy (N=2011)
0.51.98.9
48.740.0
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
8
40.6% strongly agreed with the statement I know who to talk to if I have a concern. 45% agreed and 10.4% responded neutral. 3.2% of the respondents disagreed and 0.7% strongly disagreed.
85.6% of the respondents indicated that they new who to talk to if they had a concern.
I know who to talk to if I have a concern (N=2003)
0.73.210.4
45.040.6
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Of the 2016 respondents, 32.7% strongly agreed that staff respond to their concerns quickly while 46.6% and 13.7% agreed and were neutral respectively. 5.5% disagreed and 1.5% strongly disagreed.
79.3% agreed or strongly agreed that staff respond to their concerns quickly.
The staff respond to my concerns quickly (N=2016)
1.55.5
13.7
46.6
32.7
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
9
Majority of the respondents, 48.6%, agreed that staff respect the Resident Bill of Rights. 35.9% strongly agreed and 13% responded neutral while 1.9% disagreed and 0.6% strongly disagreed.
The staff respect the Resident Bill of Rights (N=1949)
0.61.9
13.0
48.6
35.9
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
48.6% of the respondents agreed that staff respect the Resident’s Bill of Rights, while 32.9% agreed that they are encouraged to participate in the Resident Council.
Majority of the respondents, 35.6%, responded neutral to the statement I am encouraged to participate in Resident Council. 32.9% agreed with the statement and 22.5% strongly agreed. 7.1% and 1.9% disagreed and strongly disagreed respectively.
I am encouraged to participate in the Resident Council (N=1836)
1.97.1
35.632.9
22.5
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
10
43.8% of the respondents agreed that they can decide what they will do each day; 28.9% strongly agreed. 22.3% responded neutral, while 4.1% disagreed and 0.9% strongly disagreed.
43.8% of the respondents agreed that they can decide what they will do each day.
I can decide what I will do each day (N=1880)
0.94.1
22.3
43.8
28.9
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Most of the respondents, 49.1%, strongly agreed that staff will inform their family of changes in their condition, 43.2% respondents agreed. 5.3% responded neutral while 1.5% disagreed and 0.9% strongly disagreed.
92.3% of the respondents strongly agreed or agreed with the statement I know staff will inform my family (if I wish) of changes in my condition.
I know the staff will inform my family (if I wish) of changes in my condition (N=2019)
0.91.55.3
43.249.1
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
11
Caring 48.6% of the respondents agreed that staff includes them and their family (if they wish) in planning their care. 40.2% strongly agreed while 8.4% responded neutral. 2.2% disagreed and 0.7% strongly disagreed.
In total, 88.8% of the respondents agreed or strongly agreed that staff include me (and my family, if I wish) in planning my care.
The staff include me (and my family, if I wish) in planning my care N=1932
0.72.28.4
48.640.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Of the 1939 respondents, 49.1% agreed that staff are skilled and knowledgeable; 39.1% strongly agreed. 8.4% responded neutral while 2% and 0.6% of the respondents disagree and strongly disagree respectively.
Most of the respondents, 88.2%, agreed that staff are skilled and knowledgeable.
The staff are skilled and knowledgeable (N=1939)
0.62.88.4
49.1
39.1
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
12
44.4% agreed with the statement I am able to see a doctor when I ask to, 27.2% strongly agreed. 19.5% responded neutral while 7.1% and 1.8% of the respondents disagreed and strongly disagreed respectively.
71.5% agreed or strongly agreed that they are able to see a doctor when they ask for one.
I am able to see a doctor when I ask to (N=1893)
1.87.1
19.5
44.4
27.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Majority of the respondents, 50.1%, agreed that staff helps them when they ask for it; 37.7% strongly agreed. 9.4% reported neutral while 2.3% disagreed and 0.5% strongly disagreed.
87.8% of the respondents agreed or strongly agreed that staff helps them when they ask for it.
The staff help me when I ask for it (N=1908)
0.52.39.4
50.1
37.7
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
13
Of the 1860 respondents, 78% agreed or strongly agreed that their spiritual or religious needs are met.
50.2% of the respondents agreed that they are helped when in pain; 38.7% strongly agreed. 8.7% responded neutral while 2.0% disagreed and 0.4% strongly disagreed.
88.9% of the respondents agreed or strongly agreed that they are helped when in pain.
I am helped if I am in pain (N=1900)
0.42.08.7
50.2
38.7
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Most of the respondents, 42.2%, agreed that their spiritual or religious needs are met. 35.8% strongly agreed, while 19.2% responded neutral; 2.1% of the respondents disagreed and 0.7% strongly disagreed. My spiritual or religious needs are met (N=1860)
0.72.1
19.2
42.235.8
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
14
Activities 45.4% of the respondents agreed with the statement staff help me find activities I enjoy while 29.5% strongly agreed. 20% responded neutral, 4.1% disagreed and 1% of the respondents strongly disagree.
74.9% responded that staff helps them find activities they enjoy.
The staff help me find activities I enjoy (N=1865)
1.04.1
20.0
45.4
29.5
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Most of the respondents, 47.1%, agreed that the activities are scheduled at times when they can attend. 30.2% strongly agreed while 19% responded neutral. 3% of the respondents disagreed and 0.8% strongly disagree respectively.
77.3% of respondents agreed or strongly agreed that the activities are scheduled at times when they can attend.
Activities are scheduled at times when I can attend (N=1854)
0.83.0
19.0
47.1
30.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
15
Most of the respondents, 47.1%, agreed that staff helps them get to activities; 34.2% strongly agreed. 15.7% responded neutral while 2.2% disagreed and 0.9% strongly disagreed.
81.3% of the respondents agreed or strongly agreed that staff helps them get to activities.
The staff help me get to activities (N=1876)
0.92.2
15.7
47.1
34.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Environment
Of the 1938 respondents, 49.9% strongly agreed that they felt safe here. 41.8% agreed while 5.4% were neutral. 2.1% of the respondents disagreed and 0.8% strongly disagreed.
91.7% responded that they felt safe here.
I feel safe here (N=1938)
0.82.15.4
41.849.9
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
16
Majority of the respondents, 51.9%, strongly agreed that the facility is clean; 40.3% agreed. 5.5% responded neutral while 1.7% of the respondents disagreed and 0.7 strongly disagree respectively. The facility is clean (N=1965)
0.71.75.5
40.3
51.9
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
92.2% and 91.2% of the respondents respectively agreed or strongly agreed that the facility is clean and well maintained.
Almost half of the respondents, 49.3%, strongly agreed that the facility is well maintained. 41.8% agreed while 6.2% responded neutral. 2.1% disagreed and 0.7 strongly disagreed.
The facility is well maintained (N=1965)
0.72.16.2
41.849.3
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
17
Of the 1946 respondents, 42.2% agreed that their belongings were safe; 33.8% strongly agreed; 14% responded neutral while 7.3% and 2.7% of the respondents disagreed and strongly disagreed respectively.
76% of the respondents agreed or strongly agreed that their belongings were safe.
My belongings are safe here (N=1946)
2.77.3
14.0
42.233.8
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
43.4% of the respondents agreed that they get the food they like, 24.7% strongly agreed while 21.9% responded neutral. 7.1% disagreed and 3% strongly disagreed.
70.1% agreed and strongly agreed that they like the food they get.
I get the food I like (N=1920)
3.07.1
21.9
43.4
24.7
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
18
81.6% of the respondents agreed or strongly agreed that the information they received before admission was helpful.
Majority of the respondents, 48.8%, agreed that they get something to eat when they are hungry. 30.7% strongly agreed and 15.6% responded neutral. 3.9% and 1.1% disagreed and strongly disagreed respectively.
Most of the respondents, 79.5%, agreed or strongly agreed that they can get something to eat when they are hungry.
I can get something to eat when I am hungry (N=1899)
1.13.9
15.6
48.8
30.7
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Information 49.8% of the respondents agreed with the statement the information I received before admission was helpful; 33.6% strongly agreed while 12.8% responded neutral. 2% of the respondents disagree and 1% strongly disagree. The information I received before admission was helpful (N=1959)
1.02.8
12.8
49.8
33.6
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
19
46.2% of the respondents agreed that staff keep them (and their family, if they wish) informed about their care; 44.6% strongly agreed while 5.9% responded neutral. 2.6% of the respondents disagreed and 0.8% strongly disagreed.
90.8% agreed or strongly agreed that staff keep them (and their family, if they wish) informed about their care.
The staff keep me (and my family, if I wish) informed about my care (N=2008)
0.82.65.9
46.244.6
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
90.7% of the respondents agreed to strongly agreed that staff talk to them is a way they can understand.
50.5% of the respondents agreed that staff talk to them in a way that they can understand; 40.2% strongly agreed while 6.9% responded neutral. 1.9% of the respondents disagreed and 0.6% strongly disagree respectively. The staff talk to me in a way I can understand (N=1994)
0.61.96.9
50.5
40.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
20
80.2% of the respondents agreed or strongly agreed with the statement Overall I like living here.
49.6% agreed that they (and their family, if they wish) understand the per diem rate and the financial policies; 38.9% strongly agreed while 7.8% responded neutral. 2.7% of the respondents disagreed and 1.0% strongly disagreed.
88.5% of the respondents agreed or strongly agreed with the statement I (and my family, if I wish) understand the per diem rate and the financial policies.
I (and my family, if I wish) understand the per diem rate and the financial policies (N=1951)
1.02.77.8
49.6
38.9
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
Overall
37.3% of the respondents strongly agreed that they like living here; 42.5% agreed, while 15.2% responded neutral. 3.4% of the respondents disagreed and 1.3% strongly disagreed.
I like living here N=1962
1.33.4
15.2
42.537.7
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
21
Most of the respondents, 47.9%, agreed with the statement overall I am satisfied with the care and service I receive; 41.2% strongly agreed while 7.5% responded neutral. 2.5% of the respondents disagreed and 0.9% strongly disagreed.
Overall 89.1% of the respondents were satisfied with the care and services they received.
Overall I am satisfied with the care and service I receive
N=1993
0.92.57.5
47.941.2
0
10
20
30
40
50
60
70
80
90
100
StronglyDisagree
DisagreeNeutralAgreeStronglyAgree
Scale
Perc
ent(%
)
22
Results to Questions Scaled from Strongly Agree to Strongly Disagree
%Scoring Strongly Agree or Agree
0 10 20 30 40 50 60 70 80 90 100
I feel welcome here
I am treated with respect by the staf f
The staf f care about me
The staff are easy to talk to
The staf f respect my privacy
I know who to talk to if I have a concern
The staf f respond to my concerns quickly
The staf f respect the Resident Bill of Rights
I am encouraged to part icipate in the Resident Council
I can decide what I will do each day
I know the staff will inform my family of changes in my condit ion
The staf f include me in planning my care
The staff are skilled and knowledgeable
I am able to see a doctor when I ask to
The staff help me when I ask for it
I am helped if I am in pain
M y spiritual or religious needs are met
The staff help me f ind act ivit ies I enjoy
Activit ies are scheduled at t imes when I can attend
The staff help me get to act ivit ies
I feel safe here
The facility is clean
The facility is well maintained
M y belongings are safe here
I get the food I like
I can get something to eat when I am hungry
The informat ion I received before admission was helpful
The staff keep me informed about my care
The staf f talk to me in a way I can understand
I understand the per diem rate and the f inancial policies
I like living here
Overall I am sat isf ied with the care and service I receive
Percent(%)
23
Overall Correlation Analysis
Correlation Analysis
0.0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8
I feel welcome here
I am treated with respect by the staf f
The staf f care about me
The staf f are easy to talk to
The staff respect my privacy
I know who to talk to if I have a concern
The staff respond to my concerns quickly
The staff respect the Resident Bill of Rights
I am encouraged to part icipate in the Resident Council
I can decide what I will do each day
I know the staff will inform my family of changes in my condit ion
The staf f include me in planning my care
The staf f are skilled and knowledgeable
I am able to see a doctor when I ask to
The staf f help me when I ask for it
I am helped if I am in pain
M y spiritual or religious needs are met
The staff help me f ind act ivit ies I enjoy
Act ivit ies are scheduled at t imes when I can attend
The staf f help me get to act ivit ies
I feel safe here
The facility is clean
The facility is well maintained
M y belongings are safe here
I get the food I like
I can get something to eat when I am hungry
The information I received before admission was helpful
The staff keep me informed about my care
The staff talk to me in a way I can understand
I understand the per diem rate and the f inancial policies
I like living here
Importance
