As an organization that focuses on providing people-first, client-centered services to the community, CHIRS regularly conducts client and family satisfaction surveys 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 2024 survey was conducted post-pandemic, which presented us with unique challenges, requiring us to change the ways we interfaced with our clients and families once again. As such, this survey gave our clients and their families the opportunity to share their experiences with how CHIRS was able to offer hybrid programs and services and bounce back from the restriction place upon us by the pandemic.

Where to from here?

Our surveys show that despite the service disruptions and changes caused by the pandemic easing, our clients and their families were very satisfied with CHIRS services; 88% of clients and 87% of families rated their level of satisfaction as 4 or higher (on a scale on 1-5).

Clients and families both responded positively to questions about their communication with CHIRS, with 91% of clients reporting that they felt understood and respected; and 95% 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. In addition, 85% of clients said they felt that CHIRS made their lives better and 100% of families reported that CHIRS improves their quality of life.

A major objective of our satisfaction survey is to use the feedback we receive 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 and have formed a family support group who will act as advisors to us.

Another 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 and are now offering a hybrid of virtual and in-person programs. 

Overall, 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 Pandemic presented.

Hedy Chandler M.P.A. RSW
CEO