Family & Community ServicesClient Feedback Results 2011-12

August 2012

Contents

• Survey Overview

• Results

– Response by State

– Month of Data Collection

– Type of Service

– Baptcare Area of Service

– Client Type

– Service Attributes• Level of satisfaction (% strongly agree or agree)

• Conversion into ‘average score out of 5’

• Summary

• Next steps

Survey Overview

• The sample consisted of persons who had accessed a Family &

Community Services program in 2011-2012 in Victoria and

Tasmania

• Participation was entirely voluntary

• Data was collected from March 2011-June 2012

– Via paper-based survey or on-line (Survey Monkey)

– Data collected upon completion of the program

• Over 100 clients provided valuable feedback

**Note, all results are based off the total sample and expressed as % unless otherwise indicated

Response by State (%)

The majority of

feedback was obtained

from Victorian clients

(61%)

Month of Data Collection (%)

There was a big boost in response from Victoria during the latter

half of 2011, while the response in Tasmania increased during

the first half of 2012

Type of Service (%)

In Victoria, the majority of feedback (58.3%) was received from

Disability clients, whereas in Tasmania, most of the feedback

came from Family Services (55.6%)

Baptcare Area of Service (%)

Over half of the feedback (52%) was received from clients who

received their service in Melbourne, and just under one third

(31%) of feedback came from services received in Launceston

Client Type (%)

Over two thirds (67%) of clients were adults with parental or

other caring responsibilities. Almost one in ten (9%) clients were

under the age of 18 years.

Service Attributes

• The following slides present data collected on a range of service-

related attributes

• All respondents were asked how much they agreed or disagreed

with each statement (5 point scale)

• Results presented are % strongly agree or agree

• Results are also reported and summarised as an ‘average score out

of 5’

Staff were welcoming and accepting(% strongly agree or agree)

Given clear information about available

services(% strongly agree or agree)

I was listened to and given choices(% strongly agree or agree)

I would recommend Baptcare to others

like me(% strongly agree or agree)

My personal information was kept

confidential(% strongly agree or agree)

I am satisfied with the service from

Baptcare(% strongly agree or agree)

I would call Baptcare again if I needed

to(% strongly agree or agree)

My human rights and dignity were

respected(% strongly agree or agree)

My needs were understood and

respected(% strongly agree or agree)

My worker developed a plan to reach

my goals(% strongly agree or agree)

Baptcare cares about people and puts

clients first(% strongly agree or agree)

Overall Baptcare is well run and

efficient(% strongly agree or agree)

It was easy and straightforward to

contact Baptcare(% strongly agree or agree)

I was told how to make a complaint if I

wasn’t happy with Baptcare(% strongly agree or agree)

My Baptcare worker was flexible and

reasonable(% strongly agree or agree)

I was offered information and given

help to access other services(% strongly agree or agree)

I was asked for consent for personal

information to be given to other services(% strongly agree or agree)

Things have changed for the better for

me and my family since using service(% strongly agree or agree)

I felt well-prepared for my Baptcare

service to finish(% strongly agree or agree)

Overall rating of service attributes (VIC)(average score/5)

SAT ISFACT ION WIT H SERVICE AT T RIBUT ES (VIC) MEAN

Ba p tca re s ta ff we re we lco ming a nd a cce p ting 4.7

I was given clear information about Baptcare services available to me 4.5

I was listened to and given choices 4.5

I would recommend Baptcare to other people like me 4.5

I was told that my personal information would be kept confidentially 4.5

Overall I am satisfied with the service I got from Baptcare 4.5

I would call Baptcare in the future if I needed help again 4.5

My human rights and my dignity were respected by Baptcare 4.5

I felt as though my needs/ my family’s needs were understood and respected 4.4

My Baptcare worker developed with me a plan to reach my goals 4.4

Overall I think that Baptcare cares about people and puts clients first 4.4

Overall I think that Baptcare is well-run and efficient 4.4

It was easy and straightforward to contact Baptcare 4.4

I was told how to make a complaint if I wasn’t happy with the Baptcare service 4.4

My Baptcare worker was flexible and reasonable 4.4

I was offered information about and helped to get other services 4.4

Things have changed for the better for me and my family as a result of using Baptcare services 4.4

I was asked for my consent to have my personal information given to another service 4.3

I felt well-prepared and ready for my Baptcare service to finish 4.0

T he re wa s little d e la y b e fo re I s ta rte d re ce iv ing a se rv ice 3.6

OVERALL MEAN SCORE 4.4

Overall rating of service attributes (TAS)(average score/5)

SAT ISFACT ION WIT H SERVICE AT T RIBUT ES (T AS) MEAN

Ba p tca re s ta ff we re we lco ming a nd a cce p ting 4.8

I would call Baptcare in the future if I needed help again 4.7

I would recommend Baptcare to other people like me 4.6

I was given clear information about Baptcare services available to me 4.6

I felt as though my needs/ my family’s needs were understood and respected 4.6

Overall I think that Baptcare cares about people and puts clients first 4.6

My human rights and my dignity were respected by Baptcare 4.6

Overall I am satisfied with the service I got from Baptcare 4.5

I was listened to and given choices 4.5

My Baptcare worker was flexible and reasonable 4.5

I was told that my personal information would be kept confidential 4.4

I was offered information about and helped to get other services 4.4

Overall I think that Baptcare is well-run and efficient 4.4

It was easy and straightforward to contact Baptcare 4.4

Things have changed for the better for me and my family as a result of using Baptcare services 4.2

I was asked for my consent to have my personal information given to another service 4.3

My Baptcare worker developed with me a plan to reach my goals 4.3

There was little delay before I started receiving a service 3.9

I was told how to make a complaint if I wasn’t happy with the Baptcare service 3.7

I fe lt we ll-p re p a re d a nd re a d y fo r my Ba p tca re se rv ice to finish 3.6

OVERALL MEAN SCORE 4.6

Summary

• Baptcare attributes were rated consistently high

across most measures, indicating client’s

satisfaction with Baptcare service delivery.

• ‘Baptcare staff were welcoming and

accepting’ - highest rated measure

• ‘Delay in receiving service’ and ‘feeling

ready for the service to end’ - lowest rated

measure

• Non-significant differences in satisfaction

between Victoria and Tasmania

Next Steps

• Revised Client Feedback Surveys will be

implemented in September 2012

• Communication strategy to staff to be

confirmed asap

• Consideration to be given on how to best

capture feedback from vulnerable populations:• Children

• Persons seeking asylum

• Reduced cognitive capacity