PERSON SERVED SATISFACTION SURVEY ANALYSIS
AUGUST 2011

To stay on target at both strategic and tactical levels, House of Hope/Stepping Stones must constantly monitor and assess its performance against a series of goals or performance indicators.  Only by setting specific, measurable goals and tracking performance can we determine the degree to which we are achieving the desired service and business outcomes.  Appropriate organizational and stakeholder representatives must review and analyze results to determine areas for improvement.  This review and analysis positions the House of Hope / Stepping Stones to develop and initiate quality improvement changes.

The House of Hope and Stepping Stones strive to obtain meaningful input from the person’s being served.  Input is defined in a very broad sense.  This includes person served satisfaction surveys, weekly community meeting, grievances and quarterly meetings with the Chief Executive Officer.  All surveys are analyzed to determine areas of improvement and treatment needs.

The attached report represents the itemized results of the person served satisfaction survey conducted August 17 at House of Hope and August 15 at Stepping Stones.  This report provides the analysis of this data, resulting response and method of integration into the business practices of the organization. 

HOUSE OF HOPE (HOH)

Overall satisfaction with the staff at HOH of the surveys completed reflects a 97% ratio.  Overall satisfaction with the services provided by HOH reflects a 95% ratio.  The 2011-2012 Program Outcomes, created to measure the effectiveness and efficacy of the program and increase positive outcomes, established a goal of 85% satisfaction with staff and 85% satisfaction with treatment services.  Therefore, we have exceeded both measures.

Person Served Comments

In reviewing the Person Served comments, they appear to reflect the percentage ratings of the survey questions.  It is recommended that the leadership review the comments at the next scheduled Staff Meeting and report any Program Planning, Performance Improvement and/or Organizational Advocacy issues that can be addressed. 

Recommendations:

Based on the survey results, there are no recommendations.

STEPPING STONES (SS)

Overall satisfaction with the staff at SS reflects a 90% ratio.  Overall satisfaction with the services provided by SS reflects a 90% ratio.  The 2011-2012 Program Outcomes, created to measure the effectiveness and efficacy of the program and increase positive outcomes, established a goal of 85% satisfaction with staff and 85% satisfaction with treatment services.  Therefore, we have exceeded both measures.

Person Served Comments

In reviewing the Person Served comments, they appear to reflect the percentage ratings of the survey questions.  It is recommended that the leadership review the comments at the next scheduled Staff Meeting and report any Program Planning, Performance Improvement and/or Organizational advocacy issues that can be addressed. 

Recommendations:

Based on the survey results, there are no recommendations.

SUMMARY

The purpose of this Satisfaction Survey is to determine the expectations and preferences of one of the organization’s stakeholder’s, Person’s Served.  The information is collected to better understand how we are performing from the person served perspective, to determine if we are meeting their current and future needs. 

It is recommended that the Person Served Satisfaction Survey Results and this Analysis be presented to the Board of Trustees at the next meeting to address the use for Strategic Planning and Resource Planning.