Client Satisfaction Survey Results

Bridges is committed to the full inclusion of our clients in the design, implementation, modification and evaluation of its programs and services. All persons served by the agency will have the opportunity to express their satisfaction with the services they receive.

Results:

Bridges has adopted an 85% satisfaction standard for each area. All but two domains measured above the agency’s 85% satisfaction standard. The two domains identified for improvement last year – Outcomes and Recovery – did show improvements but are still below agency’s 85% satisfaction standard.

Results of these surveys were tabulated, presented to Quality Council, disseminated to all staff and posted in wait areas at all sites for our stakeholders.

The graph included here is reflective of overall agency satisfaction results. Other graphs per program and domain are available upon request.

How we administer the survey:

  • Five paid consumers served as surveyors, disseminating and supporting other consumers in completing the survey.
  • Survey time frame May 19 –June 19, 2015
  • Total of 383 Surveys collected
  • Utilized CT DMHAS’s Consumer Survey to measure client’s satisfaction.

What we measure – client satisfaction with Bridges in seven domains:

  • Access – measuring client’s satisfaction with their experience of Bridges responsiveness as well as convenience of our locations;
  • Participation in Treatment – measuring client’s experience of being intricately involved in the their treatment;
  • Quality and Appropriateness – measuring client’s satisfaction as it relates to respecting their rights, protecting their confidentiality and being sensitive to their cultural/ethnic background;
  • Outcomes – measuring client’s satisfaction in their sense of improvement in the areas of their lives for which they sought services for;
  • Satisfaction with Services – measuring client’s overall satisfaction with the services they received; and
  • Recovery – measuring consumer’s involvement in the community and in having the life they want despite their disease/disorder.
  • Provider Specific Questions – two related to medication effectiveness and one related to impact of culture on consumer’s recovery




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