uSPEQ SURVEY SECOND QUARTER ANALYSIS AUGUST, 2007

The House of Hope and Stepping Stones strive to obtain meaningful input from our stakeholders. Our organizations focus is to solicit, collect, analyze and use input from all stakeholders to create services that meet or exceed the expectations of the persons served, the community, and other stakeholders.

One of the many mechanisms utilized to solicit and collect information from persons served is the uSPEQ Experience Questionnaire. Input is requested and collected to help determine the expectations and preferences of the person served and to better understand how HOH I SS is performing from the perspective of the persons served. Surveying persons served for their perception of services is one important means for assessing the quality of services. Understanding varying levels of satisfaction by program, demographic characteristics and across time can point to areas where services have been effective as well as areas for improvement. uSPEQ is intended to complement other HOH I SS outcome tools and administrative measures of quality.

This questionnaire is completed on an ongoing basis by persons served after they have completed 30 days of treatment and again after they have completed 5 months of treatment. Completed questionnaires are submitted to uSPEQ on a quarterly basis for compilation of the raw data. NOTE: Frequency of collection needs evaluation as we are collecting satisfaction information from a resident twice during treatment, rather than our prior system of four times during treatment.

NOTE: The uSPEQ Questionnaire does not ask how long the resident has been in treatment at the time they complete the questionnaire. If we continue the procedure implemented for uSPEQ data collection, this could provide us with a comparison of responses of individuals with experience 30 days into treatment and individuals 30 days prior to discharge.

The attached uSPEQ report represents the Second Quarter statistical and graphical information of our organization. This report provides the analysis of this data, resulting response and method of integration into the business practices of the organization.

ANALYSIS

Section One highlights the top ten survey items with positive responses. Of note is the low rating of 73.7% appearing in the top ten responses.

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Section One also highlights the top ten survey items for improvement. These top ten items for improvement range from 44.6% to 59.3%. Specific attention needs to be paid to the questions highlighted below.

Service Responsiveness

Of the 10 questions asked in this category, 4 (40%) ranked in the top 10 items for improvement.

1.5	I am able to get what I need at HOH I SS when I need it

1.7	When I need help right away, someone gets me the help

1.8	I am able to get the treatment I need as soon as I need it

1.9	At HOH I SS, when I ask for help I get it promptly

It is recommended that Clinical Directors review the results of this section with persons served to determine the specific areas needing improvement. It is then recommended that Clinical Directors review the results with staff.

Informed Choice

Of the 10 questions asked in this category, 1 (10%) ranked in the top 10 items for improvement.

2.5	Staff at HOH I SS pay attention to what I want

Respect

There were no areas in this section in the top 10 items for improvement.

Participation

Of the 10 questions asked in this category, 4 (40%) ranked in the top 10 items for improvement.

4.1	I am able to do the things I want to do now

4.6	I can choose to be as active as I want

4.7	I live as independently as I want

4.8	I participate in activities I want when I want

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NOTE: Although it appears on the surface that these are negative responses need improvement, each question relates to a topic which is out of our control in a residential setting. Persons served in a residential setting do not live independently and must participate in program activities. Depending on the results of the Clinical Director review, it may be necessary to remove these questions from the uSPEQ questionnaire.

Overall Value

Of the 8 questions asked in this category, 1 (13%) ranked in the top 10 items for improvement.

5.3	The treatment I receive exceed my expectations

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SUMMARY

The purpose of the uSPEQ Survey is to determine the expectations and preferences of the person served and to better understand how HOH / SS is performing from the perspective of the persons served.

CONCERNS REQUIRING FURTHER EVALUATION:

Adding a question regarding the resident's length of stay in the program at the time of completion to provide a means of comparison, or surveying all residents quarterly.

Length of the uSPEQ survey, which includes 47 questions. Satisfaction surveys utilized prior to implementation of uSPEQ have included 26 questions by the Department of Corrections and 19 questions on HOH / SS surveys

Questions on the uSPEQ survey do not solicit input regarding facility, medical, food, and complaint response.

4. Whether some questions are appropriate in a residential setting.

This Analysis has addressed the deficiencies noted and recommendations addressing Program Planning, Performance Improvement, and/or Organizational Advocacy, where appropriate.

It is recommended that the uSPEQ Survey Results and this Analysis be presented to the Board of Trustees at the next meeting to address the use for Strategic, Financial and/or Resource Planning.

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