We are pleased to share the summary of results of our 2018 Client Satisfaction survey.
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.
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.
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
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.
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
area of focus in the coming year will be identifying and creating even
more opportunities for productive engagement, as this remains one of the
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.