an organization that focuses on providing people-first, client-centered
services to the community, CHIRS regularly conducts client and family
to evaluate our programs and services to see how we can better serve
our clients. Our surveys collect feedback and suggestions from clients
of CHIRS and their families, which in turn helps us improve services and
identify areas of focus. The 2022 survey was
conducted during the course of the COVID-19 Pandemic, which presented
us with unique challenges, requiring us to change the ways we interfaced
with our clients and families. As such, this survey gave our clients
and their families the opportunity to share
their experiences with how the Pandemic effected their access to CHIRS
programs and services.
Where to from here?
surveys show that despite the service disruptions caused by the
COVID-19 Pandemic, our clients and their families were very satisfied
with CHIRS services; 90% of
clients and 76% of families rated their level of satisfaction as 4 or
higher (on a scale on 1-5). Further, 84% of clients and 90% of families
responded that they were satisfied with CHIRS' response to the pandemic.
and families both responded positively to questions about their
communication with CHIRS, with 87% of clients reporting that they felt
understood and respected;
and 93% reporting that they feel comfortable with how staff spoke with
them. Family members who responded to a question about communication
with CHIRS staff unanimously agreed that our staff communicated with
them in a respectful and courteous manner.
major objective of our satisfaction survey was to use feedback for
quality improvement. Respondents asked us to provide clients and their
families with more information
about services offered by other agencies as well as more information
about brain injuries, health and mental health. To address this, we will
be reaching out to clients and families to investigate the best way to
share this information.
request from survey respondents was for CHIRS to investigate
opportunities to offer a wider range of activities for a wider variety
of clients' needs and functions.
Our Adult Day Service Program team is already planning ways to respond
to this request.
we are happy to see that our surveys continue to show a high level of
client and family satisfaction, even with the unique challenges that the
Hedy Chandler BSW, M.P.A. RSW