Family & Community ServicesClient Feedback ResultsSeptember 2012 - December 2012

Survey Overview

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

Community Services program in 2012 in Victoria and Tasmania

• First reporting of the ‘new system,’ implemented in September 2012

– First snapshot of data – up to December 2012 (baseline data)

– Biannual reporting to follow to identify and report trends

– Data collected via paper-based survey

• Participation was entirely voluntary

• Results are indicative only due to the short time frame of data

analysis

*Note, all results are based on the total sample (n=26) and expressed as % unless otherwise indicated

State (%)

Baptcare Program (%)

The majority of feedback (to date) has been received from carers

in Baptcare’s Foster and Kinship Care programs

Client Satisfaction Questionnaire

• CSQ is used worldwide to measure and assess client

satisfaction with health and human services

• Self administered, with data collected at the end of

services

• Responses are based on a four-point scale

• All questions are positively worded, however the

direction of response options span the range from very

negative to very positive, and the numerical anchors are

randomly reversed to minimise stereotypical responses

• Tool has been tested for reliability and validity

• Overall score of satisfaction is produced

Quality of Service/Support (%)

Virtually all respondents (96.1%) rated the quality of

service/support they received as either ‘excellent’ or ‘good’

Received Service/Support

Expected (%)

Over 9 in 10 respondents (92.3%) ‘definitely’ or ‘generally’

received the kind of service/support they expected from

Baptcare

Extent Service/Support Met Needs

(%)

Just over three quarters of respondents (76.9%) reported having

‘all’ or ‘almost all’ of their needs met by participating in their

Baptcare program.

Reasons For Unmet Need

• ‘Carers should be told what they are entitled to.’

• ‘Have an after hours service that provides excellent advice, strategies and

support.’

• ‘Having been un-optional on decision making due to Child Protection being

the applicants. I’ve found it difficult at points.’

• ‘Sometimes we have had problems with workers away and no duty worker

to be found.’

• ‘Sometimes you feel that you are not being understood. Sometimes I

believe an issue can be over-investigated when just asking or discussing

may have been all that is needed.’

• ‘Support the carer and the child.’

• ‘Attitude of worker and duty worker.’

• ‘When DHS staff are on leave there is no one to take calls (Case worker or

team leader) and phone calls are not returned.’

Recommend Service to Friends or

Family if Needed (%)

8 in10 respondents (80.8%) report that they would recommend the

Baptcare service they received to friends or family is they were

in a similar need

Satisfaction with Amount of

Assistance/Support (%)

A similar proportion of respondents (80.7%) are ‘mostly’ or ‘very’

satisfied with the amount of assistance or support they received

from their program

Services Helped to Improve

Situation (%)

The majority of respondents (80.0%) report that accessing the

Baptcare service helped to improve their situation.

Overall Satisfaction with

Service/Support (%)

9 out of 10 respondents (92.3%) were ‘very’ or ‘mostly’ satisfied

overall with the service or support they received.

Client Satisfaction Questionnaire

• Baseline cut of data produces an overall score of 85.7%

– BUT – should be treated with caution due to low sample

numbers

– In time this score will be able to be broken down by program

area

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 (using a 5 point scale)

• Results are presented as % strongly agree or agree

It was easy and straightforward to

contact Baptcare(%)

There was not much of a delay before

receiving the service/support(%)

Baptcare staff were respectful towards

me(%)

Given clear information about available

services(%)

My personal information was kept

confidential(%)

I was told that if children or others are at risk, this

information may be passed on to authorities(%)

I was asked for consent for personal

information to be given to other

services(%)

Caution – low base

My needs were understood and

respected(%)

I was listened to and given choices(%)

I was told how to make a complaint if I

wasn’t happy with Baptcare(%)

My human rights and dignity were

respected(%)

My Baptcare worker was flexible and

reasonable(%)

I was offered information and given

help to access other services(%)

Baptcare worker developed a plan to

reach my goals(%)

Caution – low base

Baptcare made sure I understood my

rights and responsibilities(%)

I felt empowered to make choices and

decisions based on my needs(%)

I felt prepared and ready for my

Baptcare service to finish(%)

Caution – low base

I feel more connected to friends and family

since I’ve received my Baptcare service(%)

Caution – low base

I am more engaged in my local community

since I’ve received my Baptcare service(%)

Caution – low base

The information, resources and support

provided to me by Baptcare has helped me

feel more confident(%)

Overall rating of service attributes(% strongly agree or agree)

Attribute % strongly agree or agree

I felt prepared and ready for my Baptcare service to finish 100.0

I was told that my personal information would be kept confidential 100.0

Baptcare staff were respectful towards me 92.3

My needs were understood and respected 88.5

I was listened to and given choices 88.5

My human rights and dignity were respected by Baptcare 88.5

It was easy and straightforward to contact Baptcare 88.0

My Baptcare worker was flexible and reasonable 88.5

There was not much of a delay before I started receiving the service/support 87.5

I was given clear information about services available 87.5

I was asked for consent for personal information to be given to other services 85.8

I was told that if children or others are at risk, this informaiton may be passed on to authorities 84.6

Baptcare made sure I understood my rights and responsibilities 84.6

I feel more connected to friends and family since I've received my Baptcare service 83.4

I am more engaged in my local community since I've received my Baptcare service 83.4

I was told how to make a complaint if I wasn't happy with Baptcare 80.0

I felt empowered to make choices and decisions based on my needs 76.9

I was offered information and given help to acces other services 76.0

The information, resources and support provided to me by Baptcare has helped me feel more confident 76.0

My Baptcare worker developed a plan to reach my goals 71.5

Best aspects of service

• ‘Baptcare workers listen and understand my needs.’

• ‘Communication heard and understood. My own decision making was

respected.’

• ‘Frequent check in with emails, phone calls and monthly supervision.’

• ‘Information was needed when we called for assistance.’

• ‘Knowing that my worker would listen to any problems I had and help me

solve them.’

• ‘Most workers are experienced and I feel they are advocates for carers.

Expectations of carers are more realistic with less expectations to be a

saint. Carers needs and feelings are more important than they have been

in the past.’

• “My worker always assists or makes someone else available to assist with

children when required. She returns phone calls and follows up

when necessary.’

Best aspects of service (cont)

• ‘Someone to talk to when I was having issues with the children and their

biological issues.’

• ‘Support was excellent, no aspect stands out.’

• ‘There was always a person on the other end of the phone, day or night

when needed.’

• ‘They helped me and my son a great deal and they were very helpful. I

thank Baptcare for their help.’

• Through the changes of staff I feel things are improving.’

• ‘She took me through everything and I understood fully all she had to teach

me. I’m now using it in my everyday rituals to improve myself and my

family.’

Suggested improvements

• ‘Know about children in real life. Attitude of staff.’

• ‘Carers should have a say or be a part of decision making with regard to the

children if they’ve had them in their care for an extended period. They know

them better than their biological parent. Carers do the hard yards, but are

treated like non-entities by the system.’

• ‘Consistency of case managers would provide consistent supports.’

• ‘Just listen and understand feelings.’

• ‘Make sure that the duty worker is available and if not, that another worker

can stand in. If we ask for the duty manager it is usually because it is an

emergency.’

• ‘Tell us what we are entitled to for the children and their social skills.’

• ‘To know and understand reimbursement items. This information needs to

be transparent.’

• ‘Advocate to DHS on my behalf. The timeframe takes too long

for financial matters’.

Summary

• Baptcare attributes were rated consistently high

across most measures, indicating client’s

satisfaction with Baptcare service delivery.

• Highest rating attributes:• I felt well prepared and ready for my Baptcare service to finish

• I was told that my personal information would be kept

confidential

• Baptcare staff were respectful towards me

Summary

• Scope for continual improvement in the areas

of:• *My Baptcare worker developed a plan for me to reach my

goals

• The information, resources and support provided to me has

helped me feel more confident

• I was offered information and help to access other services

*Indicative only – very low sample base