uSPEQ SURVEY THIRD QUARTER ANALYSIS NOVEMBER, 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 Third 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

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Section One highlights the top ten survey items with positive responses. The lowest rating in the top ten responses in this 3rd quarter report is 89.5%, a significant improvement over the low rating of 73.7% appearing in the 2nd quarter report.

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Section One also highlights the top ten survey items for improvement. These top ten items for improvement range from 50% to 73.0%. Specific attention needs to be paid to the questions highlighted below.

Service Responsiveness

Of the 10 questions asked in this category, 3 (40%) ranked in the top 10 items for improvement.

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, 2 (20%) ranked in the top 10 items for improvement.

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.

Respect

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

Participation

Of the 10 questions asked in this category, 5 (60%) ranked in the top 10 items for improvement.

4.10 Able to do needed things without barriers.

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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.

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NOTE: Although it appears on the surface that these are negative responses needing 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

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

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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 I SS is performing from the perspective of the persons served.

Of value with this report is the bar graph comparison of 2nd and 3rd quarter results. At a glance we are able to compare results from one quarter to the next, easily identifying whether recommendations have resulted in improvement, or need for further corrective action. NOTE: In comparing 2nd to 3rd quarter results, every question reflected improvement in each section. It would appear that corrective action implemented as a result of 2nd quarter analysis resulted in a successful outcome.

CONCERNS:

1. 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. It is recommended that all residents are included in a quarterly survey of satisfaction.

2. 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 I SS surveys. It is recommended that the uSPEQ survey be considerably reduced.

3. Questions on the uSPEQ survey do not solicit input regarding facility, medical, food, and complaint response. It is recommended that these areas of the survey be added.

4. Whether some questions are appropriate in a residential setting. It is recommended that questions inappropriate in a residential setting be removed.

Finally, it is time to determine continued use of the uSPEQ questionnaire and reporting system. Because of the House of Hope's participation in the research and development of the uSPEQ Experience Questionnaire, to date we have been provided free use of the questionnaire and reporting system. Our further use is contingent on payment of an annual fee of $1,980.00 to process 150 survey responses. An additional charge of $3.00 per survey would apply to process responses in excess of 150 per year (approximately $990.00 additional fees if we survey all residents quarterly).

It is recommended that we discontinue use of uSPEQ Experience Questionnaire due to the financial obligation. To absorb an approximate $3,000.00 annual expense following a significant funding cut would not be advised at this time. It is recommended that Corporate Compliance Officer incorporate the many areas of

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value from the uSPEQ survey to improve the quarterly survey we've utilized in the past.

It is recommended that the continued use of the uSPEQ Experience Questionnaire be reviewed at the next Board of Trustee meeting.

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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