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Tuesday, March 19, 2019

We are pleased to share the summary of results of our 2018 Client Satisfaction survey.

As part of our ongoing program evaluation, CHIRS conducts regular client and family satisfaction surveys. The purpose of the survey is to check in with our clients and their families, in order to gauge their current level of satisfaction with our services, and to provide them with a formal opportunity to give us feedback and suggestions for strengthening our services.

In 2018, surveys were distributed to 99 family members/caregivers and 105 clients (total of 204).  A total of 110 respondents completed the survey, (37 family members/ caregivers and 73 clients), creating an overall response rate of 54%.  The rate of response among clients was 70% and among family members 37%; these response rates are better than average for such surveys.

This survey continues to illustrate that clients and families are highly satisfied with CHIRS services. 81% of clients and families rated their level of satisfaction as a 4 or a 5, on a scale of 1-5, with 5 being very satisfied. Families and clients clearly communicated that they are grateful for CHIRS services and most of their concerns centered on wishing for more services. Comments also highlighted that clients feel supported at CHIRS - in a safe and welcoming, respectful and stimulating environment.

It is striking to note that 87% of families reported that involvement with CHIRS improved their own quality of life, not just the life of the clients, illustrating that CHIRS services reach further that the clients we serve. 

There were specific themes noted in the recommendations for improvement which we will be acting upon (i.e. share information regarding brain injury, health, and mental health and about services provided through other agencies).  In response we are planning a series of information sessions for clients and families.

Another area of focus in the coming year will be identifying and creating even more opportunities for productive engagement, as this remains one of the benefits most cited by clients and families. The Adult Day Service and CardSharks+ teams are engaged in an extensive evaluation of their programming to ensure that we are meeting the needs of our clients and are looking for new opportunities for creative and productive engagement. As an example, CHIRS has received funding from the Ontario Trillium Foundation to build a rooftop garden; this will enable us to create new programming in the area of urban agriculture! 

The full report is available on request.

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