consumer survey report 2014

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Daymark Recovery Services - Consumer Survey Report for 2014

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  • DAYMARK RECOVERY SERVICES, INC.

    2014 CONSUMER SATISFACTION SURVEY

    Daymark Recovery Services, Inc. (DAYMARK) strives to provide quality care that is consistent

    with best practices, conforms to federal, state, and local standards, and meets the needs of people

    served. DAYMARK values the feedback of consumers and administers an annual survey at

    DAYMARK service sites that is scored and analyzed by a private consultant. This year the

    survey was completed in May 2014; a sample of enrolled consumers was obtained from 30

    locations. A total of 1,223 consumers voluntarily participated in the survey but not all

    consumers answered every question.

    The results presented in the following tables denote only percentages of responses that agreed

    with the question (agreement includes the combination of both the strongly agree and agree response options). Note that some rows or columns may not add up precisely to 100% or may

    portray uncharacteristic variances due to computer rounding.

    AGENCY-WIDE LEVEL OF AGREEMENT FOR EACH QUESTION

    SURVEY QUESTIONS AGREEMENT

    Services were available at a time of day that was good for me. 98%

    I was able to fully participate in decisions about my treatment plan. 96%

    I made progress toward accomplishing the goals on my treatment plan. 95%

    Daymark employees treated me with courtesy and respect. 98%

    Daymark employees were sensitive to my cultural/ethnic background. 98%

    I could reach Daymark 24 hours/day for crisis and telephone screening. 97%

    I know who to contact if I have a question, concern, or complaint about

    services or my rights.

    94%

    I was able to see the doctor within 4-6 weeks of when I wanted. 93%

    My questions were answered regarding my medications and possible side

    effects.

    95%

    I feel better able to control my life as a direct result of treatment. 93%

    The quality of my life has improved as a result of services at Daymark. 94%

    I would recommend Daymark to others. 97%

    CUMULATIVE AVERAGE 96%

  • 2

    CUMULATIVE AVERAGE FOR EACH PROGRAM SITE

    PROGRAM SITE AND NUMBER PARTICIPATING

    DURING CY 2014 SURVEY (1,223 PARTICIPANTS)

    CY

    2014

    Alleghany (27) 94%

    Anson (43) 92%

    Archdale (15) 92%

    Ashe (29) 87%

    Asheboro (22) 91%

    Avery (17) 99%

    Cabarrus (42) 93%

    CRC Iredell (15) 97%

    CRC Kannapolis (14) 98%

    CRC Union (14) 100%

    Davidson (35) 94%

    Davidson Day Treatment (14) 96%

    Forsyth (188) 98%

    Guilford Residential (38) 93%

    Harnett (19) 93%

    Hoke (45) 97%

    Iredell (26) 91%

    Lee (20) 100%

    Montgomery (76) 96%

    Moore (18) 98%

    Richmond (33) 96%

    Rockingham (136) 96%

    Rowan (76) 93%

    Stanly (66) 99%

    Surry (28) 97%

    Union (53) 97%

    Vance (21) 98%

    Watauga (56) 96%

    Wilkes (20) 99%

    Yadkin (17) 100%

    CUMULATIVE AVERAGE 96%

  • 3

    COMPARATIVE ANALYSIS FOR CARDINAL

    INNOVATIONS HEALTHCARE PROGRAM SITES

    PROGRAM SITE

    (NUMBER OF

    PARTICIPANTS)

    CAB

    (42)

    CRC

    KAN

    (14)

    CRC

    UNIO

    (14)

    DAV

    (35)

    DAV

    DAY

    (14)

    ROW

    (76)

    STN

    (66)

    UNI

    (53)

    VAN

    (21)

    PERCENT

    AGREEMENT

    93% 98% 100% 94% 96% 93% 99% 97% 98%

    COMPARATIVE ANALYSIS FOR CENTERPOINT

    HUMAN SERVICES PROGRAM SITES

    PROGRAM SITE (NUMBER OF PARTICIPANTS) FORSYTH

    (188)

    ROCKINGHAM

    (136)

    PERCENT AGREEMENT 98% 96%

    COMPARATIVE ANALYSIS FOR PARTNERS

    BEHAVIORAL HEALTH MANAGEMENT PROGRAM SITES

    PROGRAM SITE

    (NUMBER OF PARTICIPANTS)

    CRC -

    IREDELL

    (15)

    IREDELL

    CENTER

    (26)

    SURRY

    CENTER

    (28)

    YADKIN

    COUNTY

    (17)

    PERCENT AGREEMENT 97% 91% 97% 100%

    COMPARATIVE ANALYSIS FOR SANDHILLS CENTER PROGRAM SITES

    PROGRAM

    SITE (NO. OF

    PARTICIP)

    ANS

    (43)

    ARC

    (15)

    ASH

    (22)

    GUL

    RES

    (38)

    HAR

    (19)

    HOK

    (45)

    LEE

    (20)

    MON

    (76)

    MOR

    (18)

    RIC

    (33)

    PERCENT

    AGREEMENT

    92% 92% 91% 93% 93% 97% 100% 96% 98% 96%

    COMPARATIVE ANALYSIS FOR SMOKY MOUNTAIN CENTER PROGRAM SITES

    PROGRAM SITE

    (NO. OF PARTICIPANTS)

    ALLEGH.

    COUNTY

    (27)

    AVERY

    COUNTY

    (17)

    ASHE

    COUNTY

    (29)

    WATAUGA

    COUNTY

    (56)

    WILKES

    COUNTY

    (20)

    PERCENT AGREEMENT 94% 99% 87% 96% 99%

    COMPARATIVE ANALYSIS OF ALL MANAGED CARE ORGANIZATIONS

    MANAGED CARE ORGANIZATION (NUMBER OF SITES) AVERAGE

    Cardinal Innovations Healthcare (9) 96%

    CenterPoint Human Services (2) 97%

    Partners Behavioral Health Management (4) 96%

    Sandhills Center (10) 95%

    Smoky Mountain Center (5) 95%

    CUMULATIVE AVERAGE 96%

  • 4

    CONCERNS EXPRESSED BY CONSUMERS (52)

    Of the 52 concerns expressed by consumers they fell into the following categories:

    Physicians Issues - Long waits to see the physician during an emergency, the physician seemed rushed, appointments spread out too long, cant get a child appointment except during school hours, and physician refused to give me the meds I

    requested.

    Issues with Employees Therapist not aware of my treatment goals, some employees need a better understanding of ethnic differences, could not get in touch with my in-

    home therapist, front desk employees were impolite, and the therapist didnt have my records from New River.

    Medications Concerns - My medications don't work like they used to, no one told me

    about the medication side effects and I had stomach pains, nausea and vomiting, and too

    many problems with medication.

    Availability of Services - Cant get an afterschool doctor appointment, long waits for both the doctor and the nurses, tired of waiting for a doctor appointment, bad weather

    cancellations means I have to wait months for an appointment, not enough doctors or

    therapists, I want more time in the therapists office, and too many groups.

    Access By Phone I cant get through to my therapist, hard to reschedule appointments by phone, cant get through to the nurse, have to call several times to get someone to answer the phone, return calls quickly, and it is difficult to get concerns about refills

    answered.

    SUGGESTIONS FOR IMPROVING SERVICES (131)

    Of the 131 suggestions for improvement, they generally fell into these categories:

    .

    Physical Plant/Operation Concerns The waiting room is too small, food services need to be improved (residential facility), building location difficult to reach on public

    transportation, play area for children, should have VR in the same building, facility is

    run down and dirty, and not enough space for so many groups.

    Staffing Suggestions - Daymark needs to hire more doctors, need greater access to a

    psychologist, would like to see a female therapist, should not cancel appointments, dont always get to see the same physician, and give the doctors more time so they dont always seem to be in a hurry.

    Availability Of Services Daymark needs more individual therapy, offer more groups, Stay on schedule so I dont have to wait, late evening appointments, explain how I can access 24 hour services, arrange child appointments so that they dont conflict with school, offer more IOP, offer free DUI classes, and help me with transportation.

  • 5

    SUMMARY

    Consumers continue to be satisfied with the quality of service delivery and would recommend

    DAYMARK to others. The year to year high level of satisfaction has remained that way despite

    the fact that DAYMARK expanded its program reporting sites from 18 in 2011 to 30 in 2014 (a

    67% increase).

    Both consumer concerns and suggestions for improvement focused primarily on physician

    services, for example 42 of the 52 concerns listed were about physician services. Our customers

    want greater access to our physicians, particularly more frequent visits. They want more flexible

    scheduling for both physicians and therapists, and more individual counseling. They want more

    in the way of medication education and better facilities.

    Both anecdotal comments made by consumers and the survey findings will be vetted through the

    DAYMARK quality improvement process with the QI Committee being responsible to make

    specific recommendations to senior management for improvements. The action list provided by

    the QI Committee will be presented to senior management for implementation.