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THE WASHINGTON INSTITUTE FOR MENTAL HEALTH RESEARCH & TRAINING. Consumer Satisfaction Surveys. 2009 Survey. For further information contact Dennis McBride (253) 756-2335 or [email protected] For the complete report go to  (www.wimhrt.washington.edu). Consumer.

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Consumer Satisfaction Surveys

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Consumer satisfaction surveys

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Consumer Satisfaction Surveys

2009 Survey

For further information contact Dennis McBride

(253) 756-2335 or [email protected]

For the complete report go to  (www.wimhrt.washington.edu)


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Survey Goal

The Consumer Surveys are designed to examine quality issues related to Washington State’s delivery of state-funded mental health services


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Audiences

  • Mental Health Division for Federal Reporting

  • State Performance Indicator Groups

  • Provider Agencies & Regional Support Networks

  • MH Consumer Groups


Consumer satisfaction surveys

Surveys to meet CMS requirements


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Samples

  • Persons receiving at least one hour of service within the 6 month time frame.

  • Adult Consumer Survey

  • - Adult: 18+

  • Youth & Family Survey

  • - Youth: 13 – 20

  • - Family: Children < 13

  • Stratified Random Sample

  • Probability Proportionate to Size (RSN)


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

WIMHRT’s CATI System


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Sources of Data

MHD Consumer Information System

Contact Information

  • ACES Barcode data – Economic Services of DSHS

  • Regional Support Networks

  • Individual provider agencies (contractors)


Consumer satisfaction surveys

Adult

Consumer

Satisfaction

2009 Survey

Selecting Participants

Sample Frame

Drawn Sample

Respondent Sample

1,565

6,078

4,513


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

ACS Disposition

Incorrect numbers: incorrect, disconnected, and those respondents

for whom contact data were never obtained.

Other:

claimed had already responded to survey, requested a mailed survey but didn’t respond, requested callback but unavailable after numerous attempts to do so.


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

Response Rates & Cooperation Rates Over Time: ACS


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Total number of calls = 38,619ACS: 27,091

YFS: 11,528

Average number of calls per completion:

16.27


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

“Representativeness”

ACS

YFS

Respondent Sample

Drawn Sample

Sample Frame

Service Hours

Service Hours

Age

Age

Female

Minority

Female

Minority


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

Sample Scale Creation

Alpha = 0.82

Perception of Access

The location of services was convenient.

Staff returned my calls within 24 hours

Scale

Staff were willing to see me as often as I felt it was necessary.

Services were available at times that were good for me.

Scoring : 1 Strongly Disagree; 2 Disagree; 3 Undecided; 4 Agree; 5 Strongly Agree


Consumer satisfaction surveys

Alpha

General Satisfaction .87

Appropriateness and Quality of Services .87

Participation in Treatment Goals .57

Perceived Outcomes.90

Perception of Access.82

NOMS Functioning.86

NOMS Social Connectedness.79

Stigma.87

Adult

Consumer

Satisfaction

2009 Survey

Scale Construction

  • 1-5 MHSIP: Mental Health Statistical Improvement Project

  • 6-9 Added in 2007


Consumer satisfaction surveys

Adult

Consumer

Satisfaction

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

ACS Scales

5

4

Percent Satisfied

Average Score

3

2

1

Quality of Service

Participation in Treatment

Perception of Access

Perceived Outcomes

General Satisfaction


Stigma scale items

Stigma Scale Items

  • People discriminate against me because I have a mental illness.

  • Others think I can’t achieve much in life because I have a mental illness.

  • People ignore me or take me less seriously just because I have a mental illness.

  • People often patronize me, or treat me like a child, just because I have a mental illness.

  • Nobody would be interested in getting close to me because I have a mental illness


Consumer satisfaction surveys

Adult

Consumer

Satisfaction

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

ACS Perceived Stigma by Gender/Age

Percent Satisfied

Average Score

Male

76 +

18 to <21

21 to <41

41 to <61

61 to <76

Female

Age (years)


Consumer satisfaction surveys

r *

General Satisfaction -.134

Appropriateness and Quality of Services -.183

Participation in Treatment Goals -.153

Perceived Outcomes-.260

Perception of Access-.185

NOMS Functioning-.246

NOMS Social Connectedness-.304

Adult

Consumer

Satisfaction

2009 Survey

Stigma Scale Correlations

  • P < .001

  • N = 4018


Noms social connectedness alpha 79

NOMS Social ConnectednessAlpha = .79

  • I am happy with the friendships that I have.

  • I have people with whom I can do enjoyable things.

  • I feel I belong in my community.

  • In a crisis, I would have the support I need from family or friends.

Mean score = 3.76

SD = .82

N = 1499

CI (.95) = 3.72-3.80


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Other Relationships

  • Demographics and Total Service Hours

  • Living Situation by Age, Gender, & Ethnicity

  • Employment Status by Age, Gender, & Ethnicity

  • Medical/Insurance Information by Age, Gender, & Ethnicity

  • Satisfaction Scales by Age, Gender, & Ethnicity

  • Satisfaction Scales by RSN


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

What two things do you like the most about the services you received?

ACS: First Response


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Open-ended Responses: LikeMost

Services: “I appreciated the fact that, after my intake interview, I was placed with a counselor *immediately* who seemed very much in touch or able to address my specific problems. That was fast and accurate work.”

Professional Staff: “Current counselor has been the most helpful in the short amount of time, calls and checks on me to make sure that I’m ok. Open to phone calls when I can’t come in.”


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

What two things do you like the least about the services you received?

YFS: Family First Response


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Open-ended Responses: LikeLeast (Family)

Access: “The appointment times are difficult due to being between 9-4. Must take vacation time from work to go to appointments and it took away from school time.”

Services: “They seem to have a rigid program/mold where they give the same drugs for everything. It is not individualized…”


Trends

TRENDS


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Trends in Mean ACS Satisfaction Scores Over Time


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

ACS Perceived Stigma

by Year

Percent Satisfied

Average Score

2007

2008

2009


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

ACS Functioning/Connectedness Scores Over Time


Consumer satisfaction surveys

Consumer

Satisfaction

Surveys

2009 Survey

THE WASHINGTON INSTITUTE

FOR MENTAL HEALTH RESEARCH & TRAINING

Summary of Findings (ACS)

  • Service satisfaction trends remained consistent since 2002.

  • General satisfaction scores were relatively high with three quarters of consumers saying they are satisfied.

  • Across years, Perceived Outcomes has remained the lowest with more than one third of consumers being undecided or dissatisfied in this area.

  • Consumers continue to be most satisfied with the appropriateness and quality of services.


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