NARBHA 2012 Consumer Satisfaction Survey Report - · PDF fileB. Response Rates ... The third...

2012 Consumer Satisfaction Survey Report

2012 Report

Lisa Chester, Quality Management Coordinator

10/18/2012


Page 1

Table of Contents I. Executive Summary .............................................................................................................................................. 2

II. Introduction ........................................................................................................................................................... 3

III. Survey Design and Methodology .......................................................................................................................... 3

A. Survey Instrument .......................................................................................................................................................................... 3

B. Sampling Design .............................................................................................................................................................................. 5

C. Survey Methodology ...................................................................................................................................................................... 6

D. Survey Administration .................................................................................................................................................................. 7

E. Pre-Survey Activities ..................................................................................................................................................................... 7

F. Data Management and Reporting ............................................................................................................................................ 7

G. Dissemination of Findings ........................................................................................................................................................... 8

IV. Survey Participation .............................................................................................................................................. 9

A. Provider Participation .................................................................................................................................................................. 9

B. Response Rates .............................................................................................................................................................................. 10

C. Demographic Profile .................................................................................................................................................................... 11

V. Results ................................................................................................................................................................. 16

VI. Survey Limitations .............................................................................................................................................. 27

VII. Improvement Opportunities ................................................................................................................................ 27

VIII. Performance Improvement Activities ................................................................................................................. 27

IX. Conclusion .......................................................................................................................................................... 27

Addendum A: 2012 Adult Demographics .................................................................................................................. 28

Addendum B: 2012 Adult Consumer Survey Line Item .............................................................................................. 29

Addendum C: 2012 YSS-F Demographics .................................................................................................................. 31

Addendum E: Adult Benchmarking ............................................................................................................................ 34

Addendum F: YSS-F Benchmarking ........................................................................................................................... 35

Addendum G: Acronym List ....................................................................................................................................... 36

APPENDICES ............................................................................................................................................................. 37

YEAR 2012 ADULT CONSUMER SURVEY (ENGLISH AND SPANISH) YEAR 2012 YOUTH SERVICES SURVEY FOR FAMILIES (ENGLISH AND SPANISH)


Page 2

I. Executive Summary

Together with Arizona Department of Health Services Division of Behavioral Health Services (ADHS/DBHS), Northern Arizona Regional Behavioral Health Authority (NARBHA) administered the annual survey of Title

TXIX/TXXI consumers receiving behavioral health services in Geographic Service Area (GSA) 1. This year’s survey was administered April 2, 2012 through May 25, 2012.

Two Mental Health Statistics Improvement Program (MHSIP) survey instruments were utilized to assess the level of consumer satisfaction. They were the Adult Consumer Survey and the Youth Services Survey for Families (YSS-F). The surveys were available to consumers in two languages: English and Spanish. The data from these surveys was entered into an SPSS database and forwarded to ADHS/DBHS.

The surveys were administered at the provider agency sites as consumers checked in for their appointment. The consumer was requested to complete the survey prior to their appointment, but was allowed to finalize the

survey after the appointment if needed, or they were provided with an addressed, stamped envelope to mail the completed survey to NARBHA if they did not have time to complete it in the office. A drop box was provided for consumers to drop off their completed surveys. In addition, consumers with home visits were also provided with a survey and an addressed, stamped envelope to mail to NARBHA directly. If the consumer did not have an appointment scheduled during the survey timeframe, or did not show for a scheduled appointment, a non-clinical staff at the provider site conducted the survey by phone. Providers never had access to completed surveys or individual survey results.

Prior to the administration of the 2012 survey, ADHS/DBHS provided NARBHA a list of 517 adult consumer and

528 youth consumer IDs, from the Client Information System (CIS), to encourage in participation of the survey. NARBHA received 356 completed Adult Consumer Surveys out of the 517 Required Sample Surveys (RSS); and 381 completed YSS-F surveys out of the 528 RSS.

The survey questions were scored with a five-point Likert Scale where 1 = Strongly Disagree, 2 = Disagree, 3 =

Neutral, 4 = Agree, and 5 = Strongly Agree. A “Not Applicable” option was available for questions the consumer determined did not apply. In addition, both survey instruments contained open-ended questions to solicit consumer comments.

The 2012 MHSIP Adult Consumer Survey found that consumers’ overall satisfaction decreased slightly from the

2011 Survey. NARBHA identified the following findings:

• Service Accessibility increased .4% to 85.6%

• Service Quality or Appropriateness decreased 1.4% to 91.7%

• Participation in Treatment Planning increased 1.9% to 93.2%

• Outcomes decreased 3.4% to 72.2%

• General Satisfaction decreased 4.3% to 85.6%

• Social Connectedness decreased 2.5% to 78.1%

• Improved Functioning decreased 5.4% to 68.7%. The 2012 MHSIP Youth Services Survey for Families found that consumers’ satisfaction decreased slightly from the 2011 Survey. NARBHA identified the following findings:

• Service Accessibility decreased 4.0% to 89.6%

• Participation in Treatment Planning decreased .9% to 93.3%

• Cultural Sensitivity increased 1.1% to 98.3%

• Satisfaction with Services decreased 4.7% to 85.0%

• Outcomes decreased 3.8% to 64.8%

• Social Connectedness increased 1.4% to 91.6%

• Improved Functioning decreased 2.9% to 68.2%


Page 3

Once the results were evaluated for adult and youth populations, the information was provided to NARBHA’s Performance Improvement staff that is responsible for ensuring that the processes being evaluated through this survey are meeting performance expectations.

II. Introduction NARBHA, in collaboration with its providers, administered the statewide consumer survey in the spring of 2012.

As in the past survey cycles, the surveys are primarily based on the Mental Health Statistics Improvement Program (MHSIP)’s recommended Adult Consumer Survey and Youth Services Survey for Families.

The surveys were administered at the provider agency sites as consumers selected in the sample frame checked in for their appointment during the survey window. The survey was completed and submitted in a drop box by the consumer and/or guardian before leaving the office. In addition, consumers with appointments outside of the agency were provided with a survey and self-addressed envelope which were submitted directly to NARBHA.

The survey data was analyzed to determine appropriate improvement activities within NARBHA and its providers. Once all reports submitted by all RBHAs participating in the survey process, an additional report is created by ADHS/DBHS with statewide improvement activities identified.

III. Survey Design and Methodology

A. Survey Instrument Two MHSIP survey instruments were the Adult Consumer Survey and the Youth Service Survey for Families (YSS-F). The adult survey was administered to adult consumers of behavioral health services and the YSS-F was administered to parents/guardians of children receiving behavioral health services.

The MHSIP Adult Consumer Survey measures seven domains: (1) Service Accessibility; (2) Service Quality or Appropriateness (which includes one item concerning cultural sensitivity); (3) Consumer Participation in Treatment Planning; (4) Outcomes; (5) General Satisfaction; (6) Improved Functioning: and (7) Social

Connectedness. In addition, the questionnaire includes a module of questions to determine the impact of services received on the recipient’s involvement with the criminal justice system. All questions are scored using a Likert

Scale of 1 through 5 as follows: 5=Strongly Agree, 4=Agree, 3=Neutral, 2=Disagree, 1=Strongly Disagree. A Not Applicable option was also available if the questions did not apply.

In addition to the state-added question related to cultural sensitivity, two state-added questions initially included in the 2011 Adult survey tool to gather information specific to National CLAS Standards (Culturally and

Linguistically Appropriate Services) were retained this year. The three state-added questions in the Adult survey tool are:

Q37 – In creating my service plan my cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.) Q38 – Services were provided in a language I understood. Q39 – In creating my service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.)

The MHSIP YSS-F focuses on the following seven domain areas: (1) Service Accessibility; (2) Participation in Treatment Planning; (3) Cultural Sensitivity; (4) Satisfaction with Services; (5) Outcomes; (6) Social Connectedness; and (7) Improved Functioning. Additional questions solicit information about the youth’s

criminal justice contact and school attendance. All questions are scored using a Likert Scale of 1 through 5 as follows: 5=Strongly Agree, 4=Agree, 3=Neutral, 2=Disagree, 1=Strongly Disagree. A Not Applicable option was also available if the questions did not apply.

As with the Adult tool, in addition to the state-added question related to cultural sensitivity, two state-added questions included in the 2011 YSS-F tool to gather information specific to National CLAS Standards (Culturally


Page 4

and Linguistically Appropriate Services) were retained this year. The three state-added questions in the YSS-F tool are:

Q29 – In creating my child’s service plan our cultural preferences were included (For example: values, traditions,

beliefs, race, language, etc.)

Q30 – Services were provided in a language my child understood.

Q31 – In creating my child’s service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.)

NARBHA pre-printed the following information on the survey tools prior to distribution to the providers:

• RBHA Name

• Provider Name

• Survey ID

• Provider Facility ID

Providers filled in the following information on the survey tools prior to distribution to the clients:

• Behavioral Health Category

• Entitlement Status (Title XIX or XXI)

• Distribution Method (Home, Clinic, or Phone)

• Client enrollment with DDD

Both survey tools had four main sections: (1) demographic section, (2) MHSIP survey questions, (3) state-added questions, and (4) open-ended qualitative section.

The demographic section provides descriptive information about the consumer’s age, gender, race, ethnicity, and relationship of the person completing the survey to the service recipient.

The second section of the survey contains the MHSIP standardized questions. They serve as benchmark tools to compare consumer perception of behavioral health systems across the nation.

The third section consists of state-added questions to elicit consumer input regarding the inclusion of cultural preferences in the consumer’s treatment planning and to provide information relative to the National CLAS Standards.

The fourth and final section of the survey contains open-ended questions to solicit consumer comments. Two questions were asked of consumers – focusing on identifying what had been the most helpful with their services, and what the consumer believes would improve services. The section entitled other comment is intended to provide consumers with an additional area on the survey to provide open-ended feedback on any issue.

Confidentiality The front page of the survey questionnaire addressed the confidentiality of the responses. Survey results were

aggregated and not presented at an individual consumer level. The providers never had access to completed surveys or individual survey results. Thematic analysis was conducted on written comments.

Non-mandatory (Voluntary) The survey questionnaire likewise informed the respondent that participation in the survey as voluntary; every individual chose to participate or not. It also notified the respondent that non-participation would not affect the

services they were receiving nor receive in the future. Participating in the survey is one way the consumer may help improve the system they use.


Page 5

Languages The surveys were available to consumers in English and Spanish languages. Each survey form was printed in English on one side and Spanish on the reverse side. For consumers with limited English proficiency and speak a

language other than Spanish, the provider administering the survey extended their best effort to translate the survey in the consumer’s preferred language by utilizing the Language Line or other translation/interpretation services officially utilized by NARBHA or our providers. The extent of assistance provided in language translation

did not attempt to define what the questions meant.

B. Sampling Design Sample Frame

The sample frame refers to the population eligible to take the survey. This is the pool from which ADHS/DBHS randomly selected the sampled population. ADHS/DBHS created an adult and a youth sample from the CIS database for each GSA. The adult clients were in enrolled in any program: General Mental Health, Substance

Abuse, or Seriously Mentally Ill. Clients turning age 18 between October 2, 2011 and the end of the survey period, May 25, 2012, were filtered out of the sample frame.

The sample frame was composed of:

a. Client must have had an open Episode of Care (EOC) in FY2012;

b. Client must have been Title XIX or Title XXI eligible in FY2012; c. Client must have received a mental health service other than inpatient, transportation, laboratory and/or

radiology services, or crisis; d. The service must have occurred in the previous six (6) months.

Drawing of the Sample

ADHS/DBHS created a random sample and provided NARBHA with a list of 500 adult and 500 youth clients to be surveyed. NARBHA verified each client listed in the adult and youth populations met all the requirements for the sample frame. NARBHA then provided ADHS/DBHS with a list of 66 adult clients and a list of 59 youth clients whose EOC closed before the sample was pulled. ADHS/DBHS provided a replacement list for those clients.

Administering the Survey

ADHS/DBHS provided NARBHA with a list of randomly selected clients. NARBHA duplicated the Survey ID number on the survey tools to be offered to the specific consumer. To protect the confidentiality of the consumer, none of the parties’ privy to this information (DBHS, NARBHA, and Provider) will link the survey responses to consumer.

ADHS/DBHS provided NARBHA with a database to store and analyze the survey results.

NARBHA disseminated the surveys; tracked which consumers completed the survey; tracked why surveys were not completed; entered the survey data into the provided database; and submitted to ADHS/DBHS: the completed paper surveys, the database containing all survey results, the database detailing which consumers completed a

survey and for every consumer that did not complete a survey, the reason the survey was not completed. NARBHA entered data into the two ADHS/DBHS provided databases without altering the database in any way.

The provider agency was responsible for identifying the specific provider location or site from which the

consumer was receiving services during the survey timeframe.


Page 6

C. Survey Methodology Distribution Method The primary distribution method was a non-clinical staff at the provider office (i.e., clinic) handing the survey questionnaire to the consumer. As the consumer checked in for their appointment, s/he was provided with a

copy of the survey questionnaire to complete. If the consumer agreed to participate, s/he was requested to complete the survey prior to his/her appointment. If the consumer was unable to complete the questionnaire, s/he was allowed to finish it on site after the appointment or was provided with an addressed, stamped envelope

to mail the survey to NARBHA if they did not have time to complete it in the office. A drop box was provided on site for completed surveys. Additionally, a specific area at the provider office was designated for completing the survey.

If the individual randomly selected had a scheduled appointment at home during the survey window, the provider staff brought the survey questionnaire to the appointment date. If the consumer agreed to participate, s/he was advised to complete the survey after the staff left and to mail the completed questionnaire to NARBHA using the

pre-addressed, stamped envelope provided with the survey.

If the individual did not have an appointment during the survey window, a non-clinical staff at the provider site contacted the consumer by phone to ask for their participation in the survey, offering a return envelope for the

completed survey to be mailed. All return envelopes provided as a means for the consumer to submit their completed surveys were addressed to NARBHA.

A check box questionnaire was used to track the distribution method. The adult survey was administered to the adult consumer. If the individual requested assistance, a guardian completed the questionnaire on the

consumer’s behalf. The YSS-F was administered to the parent/guardian of the child receiving services. If the parent or guardian was not at the appointment, then the survey was not provided.


Page 7

List of Survey Clients

ADHS/DBHS provided NARBHA with a list of survey consumers to track those who completed a survey or the reason they did not complete a survey. The list of survey consumers contained fields for:

• RBHA ID

• Contractor ID

• Survey ID

• AHCCCS ID

• Last Name

• First Name

• Date of Birth

• Sex

• Survey Offered Date

• Survey Completed Date

• Reason Not Completed

• Provider ID

• Client contact phone number

NARBHA submitted lists of survey clients to ADHS/DBHS periodically throughout the survey administration period to keep ADHS/DBHS informed regarding the status of response rates and reasons for non-participation of sampled consumers.

Since the documents contained protected health information, they were treated as a confidential document.

Post-administration Follow-up At the end of the administration period, NARBHA provided ADHS/DBHS with the completed list of survey consumers indicating which consumer completed the survey and which did not, with the reasons and a contact phone number for those who did not participate. At that point, NARBHA deleted the list of survey consumers. NARBHA submitted the completed paper surveys, retaining copies for reference, and databases containing survey

results by July 27, 2012.

D. Survey Administration Survey Timeframe

The survey was administered for a period of eight weeks: April 2, 2012 through May 25, 2012.

Roles and Responsibilities ADHS/DBHS was responsible for the statewide oversight of the survey administration to ensure consistent implementation of the survey protocol. The protocol, client sample, survey instruments, and survey results database were created by ADHS/DBHS. ADHS/DBHS provided technical assistance throughout the survey process. Periodic monitoring, training, and use of checklist were utilized to guide NARBHA on critical points in the process.

NARBHAs primary responsibility was ensuring that the protocol was precisely followed within our geographic region. Direct oversight and assistance was provided to our providers. NARBHA ensured that the providers were

appropriately trained and prepared to administer the survey. NARBHA entered data into the two ADHS/DBHS provided databases but did not alter the databases in any way including creating tables, changing the names of tables or fields, or creating a different value-coding scheme.

Each provider agency was primarily responsible for each of its sites in which the survey was to be administered.

Each site maintained all necessary materials for survey administration. At each site, a drop box and a designated area was provided for consumers to complete the survey. Providers were also responsible for the day-to-day

operations – including having the survey tools, materials for completing the survey (pens, pencils, clipboards), envelopes for return of the survey if needed, assigned resources for administration and collection of data for the survey.


Page 7

Non-Randomly Selected Consumers (Walk-in Requests)

ADHS/DBHS did not require NARBHA to extend survey participation efforts beyond the randomly selected populations but at the individual discretion of NARBHA, we furnished our provider agencies with survey forms to give consumers who expressed a desire to participate in the survey but whose names did not appear on the lists of survey consumers (i.e., the consumer was not randomly selected). However, to maintain the scientific rigor of the protocol, the survey questionnaire completed by this group of respondents was tracked separately by NARBHA. The names of individuals who belong to this group were not added to the survey client list. This group was tracked in another way described in the succeeding paragraph.

NARBHA elected to collect responses from non-selected consumers, the same protocol was followed for this group of respondents but the staff administering the survey ensured that these “voluntary” surveys were kept

separate from those on the lists of survey clients (randomly selected consumers). Several control measures were used. First, consumers that were not randomly selected to participate in the survey (i.e., walk-in respondents) were given a copy of the survey questionnaire with the pre-filled section on the questionnaire not completed.

Second, the survey questionnaire that was used for non-randomly selected consumers were color coded on pastel green paper. (Note: Surveys for the random sample were printed on white paper.) NARBHA entered responses

on the voluntary surveys into the same database as the results of the selected respondents, using the correct indicator, “0” for control (selected) respondents and “1” for voluntary (non-selected) respondents.

E. Pre-Survey Activities Notification to Consumers about the Survey

To encourage greater participation, efforts were made to inform consumers in advance about the survey. NARBHA and its providers utilized all or a combination of any of the following media: flyers, posted, website announcements, or other promotional materials. A staff member or members at each provider site was assigned to work on the survey. In addition to daily survey

administrative duties, a component of the staff member’s role included assisting consumers with the survey if necessary. Assistance may have included: reading the survey to individuals unable to read, explaining the Likert

scale used for scoring answers, emphasizing confidentiality of the survey, or ensuring consumers that participation in the survey is voluntary. Staff was allowed to provide administrative assistance to the consumer, or provide encouragement to participate in the survey process. However, staff was not able to explain the

meaning of particular questions or provide interpretations on what particular questions meant.

F. Data Management and Reporting Scoring Protocol The scoring protocol recommended by MHSIP was utilized for evaluating the domain areas within the survey, as follows:

1. Recode ratings of “not applicable” as missing values. 2. For each survey, exclude domains where more than one-third of the domain questions are missing.

3. Calculate the mean of the items for each respondent. 4. Calculate the percent of scores that are greater than 3.5.

Technical Assistance NARBHA provided technical assistance to the providers as needed.


Page 8

Response Rate Calculation

The rate was calculated for the adult and youth population using the formula:

Response rate = A/B Where:

A=Total number of surveys returned B=Total number of clients in sample that were contacted and asked to participate in the survey Weighting Methodology The statewide data was weighted by GSA client population for the stratified sample collection. Weights were applied to the survey data prior to any statewide data analysis.

G. Dissemination of Findings The following methods have been identified to circulate findings:

• Reporting of survey results in management meetings – Leadership Committee and Quality Management Committee.

• Distributing survey results to provider sites

• Publishing results of the survey on NARBHA and provider websites.


Page 9

IV. Survey Participation

A. Provider Participation The figures below demonstrate the percent of sample surveys offered and submitted by NARBHA providers.

Fig. 1a.

Fig. 1b.

52 13 18131

40

49

39

83

42551

9

18 121

27

46

3648

356

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CCCRSS=61

EHSRSS=15

LCBHCRSS=21

MMHCRSS=145

SBHSRSS=59

TGCRSS=58

VVGCRSS=65

WYGCRSS=93

NARBHARSS=517

# o

f R

SS

off

ere

d a

nd

su

bm

itte

d/

To

tal

RS

S

2012 Consumer Satisfaction Survey% of Adult Required Sample Surveys (RSS) Offered and Submitted

RSS Surveys Offered RSS Surveys Submitted

57 19

9

18

150

13

54

36

113 46950

19

7

18143

8

50

36

50

381

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CCCRSS=57

CFSSRSS=19

EHSRSS=10

LCBHCRSS=22

MMHCRSS=165

SBHSRSS=17

TGCRSS=59

VVGCRSS=49

WYGCRSS=130

NARBHARSS=528

# o

f R

SS

Off

ere

d a

nd

Su

bm

itte

d/

To

tal

RS

S

2012 Consumer Satisfaction Survey% of Youth Required Sample Surveys (RSS) Offered and Submitted

RSS Surveys Offered RSS Surveys Submitted


Page 10

B. Response Rates The figures below demonstrate the response rate of consumers who completed a sample survey.

Fig. 2a.

Fig. 2b.

51of

52

9of

13

18

of18

121of

131

27of

40

46of

49

36

of39

48of

83

356of

425

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CCC EHS LCBHC MMHC SBHS TGC VVGC WYGC NARBHA

# o

f R

SS

Co

mp

lete

d/

# o

f R

SS

Off

er

ed

2012 Consumer Satisfaction SurveyAdult Required Sample Surveys (RSS) Response Rate

50

of57

19of

19

7of

9

18of

18

143

of150

8of

13

50of

54

36of

36

50of

113

381of

469

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CCC CFSS EHS LCBHC MMHC SBHS TGC VVGC WYGC NARBHA

# o

f R

SS

Co

mp

lete

d/

# o

f R

SS

Off

ere

d

2012 Consumer Satisfaction SurveyYouth Required Sample Surveys (RSS) Response Rate


Page 11

C. Demographic Profile Distribution of Survey Participants by Gender

Fig, 3a. Fig. 3b.

Distribution of Survey Participants by Age Group

Fig. 4a. Fig. 4b.

Distribution of Survey Participants by Race

Fig. 5a. Fig. 5b.

Male, 36.8%

Female, 63.2%

2012 Consumer Satisdaction Survey Adult by Gender

Male, 67.1%

Female, 32.9%

2012 Consumer Satisfaction SurveyYouth by Gender

18-21 yrs, 7.9%

22-30 yrs, 14.1%

31-45 yrs, 34.4%

46-65 yrs, 41.2%

66-75 yrs, 2.1%

75+ yrs, 0.3%

2012 Consumer Satisfaction Survey

Adult by Age Group

0-4 yrs,

0.0%

5-12 yrs, 22.7%

13-17

yrs, 77.3%


Youth by Age Group

White, 89.6%

African American,

1.2%

Asian, 0.3%

American Indian/

Alaska Native, 4.6% Native

Hawaiian/

Pacific Islander,

0.3%Multi-Race,

4.0%


Adult by Race

White, 89.0%

African American,

2.3%Asian, 0.0%

American Indian/

Alaska Native, 2.6%

Native Hawaiian/

Pacific Islander,

0.9%Multi-Race,

5.2%


Youth by Race


Page 12

Distribution of Survey Participants by Ethnicity

Fig. 6a. Fig. 6b.

Distribution of Survey Participants by Length of Service

Fig. 7a. Fig. 7b.

Distribution of Survey Participants by DDD Enrollment

Fig. 8a. Fig. 8b.

Hispanic or Latino,

14.1%

Not Hispanic

or Latino, 85.9%

2012 Consumer Satisfaction Survey Adult by Ethnicity

Hispanic or Latino,

17.2%

Not Hispanic or Latino,

82.8%


Youth by Ethnicity

0-6 months,

1.7% 7-11 months,

4.3%

1-2 years, 11.0%

3-5 years, 16.8%

More than 5 years,

66.2%

2012 Consumer Satisfaction SurveyAdult by Length of Services

0-6 months,

4.3%7-11

months,

7.0%

1-2 years, 17.6%

3-5 years, 17.8%

More than 5 years,

53.2%


Youth by Length of Services

Client enrolled,

7.7%

Client not enrolled,

92.3%


Adult by DDD Enrollment

Client enrolled,

13.4%

Client not enrolled,

86.6%

2012 Consumer Satisfaction SurveyYouth by DDD Enrollment


Page 13

Distribution of Survey Participants by Entitlement Status

Fig. 9a. Fig. 9b.

Distribution of Survey Participants by Program

Fig. 10

Distribution of Survey Participants by Child & Fami ly Team

Fig. 11

TXIX, 98.8% TXXI,

1.2%

2012 Consumer Satisfaction SurveyAdult by Entitlement Status

TXIX, 98.1%

TXXI, 1.9%

2012 Consumer Satisfaction SurveyYouth by Entitlement Status

SMI, 56.7%

Non-SMI, 43.3%

2012 Consumer Satisfaction SurveyAdult by Program

Yes, 83.1%

No, 16.9%


Youth by Child & Family Team


Page 14

Distribution of Survey Participants by Tool Version

Fig. 12a. Fig. 12b.

Distribution of Survey Participants by Relationship to Member

Fig. 13a. Fig. 13b.

Distribution of Survey Participants by Survey Location

Fig. 14a. Fig. 14b.

English, 100.0%

Spanish, 0.0%


Adult by Survey Tool Version

English, 98.7%

Spanish, 1.3%


Youth by Survey Tool Version

Parent/ Guardian

(20), 52.6%

Relative (0), 0.0%

Friend (2), 5.3%

Other (16),

42.1%

2012 Consumer Satisfaction SurveyAdult by Relationship to Member

Parent/ Guardian

(321), 88.4%

Relative (20), 5.5%

Friend (2), 0.6%Other

(20), 5.5%

2012 Consumer Satisfaction SurveyYouth by Relationship to Member

Home, 18.1%

Clinic, 66.1%

Phone, 15.9%


Adult by Survey Location

Home, 17.4%

Clinic, 61.5%

Phone, 21.1%


Youth by Survey Location


Page 15

Distribution of Survey Participants by “I am the person receiving services”

Fig. 15

Yes (327), 93.4%

No (23), 6.6%


Adult by "I am the person receiving services"


Page 16

V. Results

This section discusses in detail the NARBHA results with descriptive statistics and thematic analysis.

Tab. 1

Adult Satisfactory Response by Domain, 2009-2012

Adult Domains 2009 2010 2011 2012

Service Accessibility 78.9% 82.5% 85.2% 85.6%

Service Quality or Appropriateness 87.3% 89.7% 93.1% 91.7%

Participation in Treatment Planning 80.6% 91.8% 91.3% 93.2%

Outcomes 63.8% 71.7% 75.6% 72.2%

General Satisfaction 84.5% 88.3% 89.9% 85.6%

Social Connectedness 67.8% 78.2% 80.6% 78.1%

Improved Functioning 63.1% 70.8% 74.1% 68.7%

Fig. 16

Overall, the adults surveyed are satisfied with the services they received in the previous six months.

NARBHA met the Minimum Performance Standard for five of the seven adult domains: Service Accessibility scored 85.6% with a MPS of 85%, Service Quality or Appropriateness, scored 91.7% with a MPS of 85%, Participation in Treatment Planning scored 93.2% with a MPS of 88%, Outcomes scored 72.2% with a MPS of 70%, and General Satisfaction scored 85.6% with a MPS of 85%. The domains that did not meet the MPS were: Social Connectedness, scoring 78.1% with a MPS of 85%, and Improved Functioning, scoring 68.7% with a MPS of 85%. Although the majority of domains met the individual domain MPS, the level of satisfaction for adults has decreased slightly 1.4 to 5.4%.

78

.9%

87

.3%

80

.6%

63

.8%

84

.5%

67

.8%

63

.1%

82

.5%

89

.7%

91

.8%

71

.7% 8

8.3

%

78

.2%

70

.8%8

5.2

%

93

.1%

91

.3%

75

.6% 8

9.9

%

80

.6%

74

.1%85

.6%

91

.7%

93

.2%

72

.2% 8

5.6

%

78

.1%

68

.7%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Se

rvic

eA

cce

ssi

bil

ity

Se

rvic

e Q

ua

lity

or

Ap

pr

op

ria

ten

ess

Pa

rtic

ipa

tio

nin

Tre

atm

en

tP

lan

nin

g

Ou

tco

me

s

Ge

ne

ral

Sa

tisf

act

ion

So

cia

lC

on

ne

cte

dn

ess

Imp

rov

ed

Fu

nct

ion

ing

% o

f S

ati

sfa

cti

on

2012 Consumer Satisfaction SurveyAdult Domains 2009-2012

2009 2010 2011 2012


Page 17

Tab. 2

YSS-F Satisfactory Response by Domain, 2009-2012

YSS-F Domains 2009 2010 2011 2012

Service Accessibility 78.9% 89.7% 93.6% 89.6%

Participation in Treatment Planning 93.0% 93.4% 94.2% 93.3%

Cultural Sensitivity 92.2% 96.2% 97.2% 98.3%

Satisfaction with Services 83.2% 89.7% 89.7% 85.0%

Outcomes 64.7% 70.4% 68.6% 64.8%

Social Connectedness 86.6% 90.6% 90.2% 91.6%

Improved Functioning 66.1% 73.3% 71.1% 68.2%

Fig.17

Overall, the families with children receiving behavioral health services surveyed are satisfied with the services

their child received in the previous six months.

NARBHA met the Minimum Performance Standard for five of the seven adult domains: Service Accessibility scored 89.6% with a MPS of 85%, Participation in Treatment Planning scored 93.3% with a MPS of 88%, Cultural

Sensitivity scored 98.3% with a MPS of 88%, Satisfaction with Services scored 85.0% with a MPS of 85%, and Social Connectedness scored 91.6% with a MPS of 85%. The domains that did not meet the MPS were: Outcomes, scoring 64.8% with a MPS of 70%, and Improved Functioning, scoring 68.2% with a MPS of 85%. Although the

majority of domains met the individual domain MPS, the level of satisfaction for families with children receiving behavioral health services has decreased slightly 0.9 to 4.7%.

78

.9% 9

3.0

%

92

.2%

83

.2%

64

.7%

86

.6%

66

.1%

89

.7%

93

.4%

96

.2%

89

.7%

70

.4%

90

.6%

73

.3%

93

.6%

94

.2%

97

.2%

89

.7%

68

.6%

90

.2%

71

.1%

89

.6%

93

.3%

98

.3%

85

.0%

64

.8%

91

.6%

68

.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Se

rvic

eA

cce

ssi

bil

ity

Pa

rtic

ipa

tio

nin

Tre

atm

en

tP

lan

nin

g

Cu

ltu

ral

Se

nsi

tiv

ity

Sa

tis

fact

ion

wit

h S

erv

ice

s

Ou

tco

me

s

So

cia

lC

on

ne

cte

dn

ess

Imp

rov

ed

Fu

nct

ion

ing

% o

f S

ati

sfa

cti

on

2012 Consumer Satisfaction SurveyYSS-F Domains 2009-2012

2009 2010 2011 2012


Page 18

Satisfaction by Gender

Fig. 18a.

Fig. 18b.

86

.6%

90

.4%

93

.5%

70

.1%

84

.4%

75

.6%

69

.5%

83

.7% 9

3.8

%

92

.8%

75

.6%

87

.5%

82

.3%

67

.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

ServiceAccessibility

Service Qualityor

Appropriateness

Participation inTreatment

Planning

Outcomes GeneralSatisfaction

SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyAdult Satisfaction by Gender

Female Male

86

.0%

89

.3% 9

9.2

%

87

.8%

66

.4%

90

.1%

72

.1%

91

.4%

95

.2%

97

.9%

83

.5%

64

.2%

92

.3%

66

.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Service Qualityor

Appropriateness


Planning

Outcomes Satisfactionwith

Services

SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Gender

Female Male


Page 19

Satisfaction by Age Group

Fig. 19a.

Fig. 19b.

10

0.0

%

10

0.0

%

10

0.0

%

96

.0%

10

0.0

%

92

.0%

91

.7%

70

.8% 7

9.2

% 87

.2%

90

.4%

68

.1%

70

.2%

59

.6%

83

.5% 90

.4%

88

.7%

71

.1%

84

.3%

75

.0%

68

.8%

88

.3% 94

.9%

97

.7%

71

.8%

92

.0%

79

.7%

66

.9%

10

0.0

%

10

0.0

%

10

0.0

%

10

0.0

%

85

.7%

85

.7%

85

.7%

n/

a

n/

a

n/

a

n/

a

n/

a

n/

a

n/

a

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%


Service Quality orAppropriateness


Planning


SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyAdult Satisfaction by Age Group

18-21 years 22-30 years 31-45 years 46-65 years 66-75 years 75+ years

n/

a

n/

a

n/

a

n/

a

n/

a

n/

a

n/

a

92

.9%

10

0.0

%

10

0.0

%

90

.5%

67

.9%

92

.9%

69

.0%

88

.7%

91

.3%

97

.8%

83

.4%

63

.9%

91

.2%

67

.9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%




Planning


Services

SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Age Group

0 -4 years 5 -12 years 13 - 18 years


Page 20

Satisfaction by Race

Fig. 20a.

Fig. 20b.

91

.7%

94

.8%

99

.0%

85

.3%

66

.3%

92

.4%

68

.8%

87

.5%

10

0.0

%

10

0.0

%

10

0.0

%

87

.5%

10

0.0

%

87

.5%

n/

a

n/

a

n/

a

n/

a

n/

a

n/

a

n/

a

55

.6%

66

.7%

77

.8%

55

.6%

44

.4%

10

0.0

%

55

.6%

10

0.0

%

10

0.0

%

10

0.0

%

10

0.0

%

66

.7%

33

.3%

66

.7%

82

.4%

83

.3%

10

0.0

%

77

.8%

55

.6%

83

.3%

61

.1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Service

Accessibility

Service Quality or

Appropriateness

Participation in

TreatmentPlanning

Outcomes Satisfaction

withServices

Social

Connectedness

Improved

Functioning

2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Race

White African American Asian

American Indian/ Alaska Native Native Hawaiian/ Pacific Islander Multi-Race

86

.5% 92

.4%

93

.7%

73

.1%

87

.2%

78

.3%

68

.2%75

.0%

75

.0%

10

0.0

%

50

.0%

50

.0%

75

.0%

50

.0%

10

0.0

%

10

0.0

%

10

0.0

%

10

0.0

%

10

0.0

%

10

0.0

%

10

0.0

%

85

.7% 9

2.9

%

10

0.0

%

91

.7%

92

.9%

92

.9%

84

.6%

10

0.0

%

10

0.0

%

10

0.0

%

0.0

%

0.0

%

10

0.0

%

0.0

%

69

.2%

94

.6%

92

.3%

81

.9%

76

.9%

91

.7%

83

.3%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Service

Accessibility

Service Quality or

Appropriateness

Participation in

Treatment

Planning

Outcomes General

Satisfaction

Social

Connectedness

Improved

Functioning

2012 Consumer Satisfaction SurveyAdult Satisfaction by Race

White African American Asian American Indian/ Alaska Native Native Hawaiian/ Pacific Islander Multi-Race


Page 21

Satisfaction by Ethnicity

Fig. 21a.

Fig. 21b.

86

.7%

93

.3%

84

.1%

72

.7% 8

4.1

% 95

.6%

65

.9%

85

.5%

91

.8%

86

.2%

71

.5%

86

.2%

93

.2%

68

.9%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%




Planning


SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyAdult Satisfaction by Ethnicity

Hispanic or Latino Not Hispanic or Latino

91

.5%

96

.6%

98

.3%

91

.7%

58

.6%

91

.4%

66

.7%

89

.7%

92

.7%

98

.5%

82

.9%

65

.4%

91

.6%

68

.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Service

Accessibility

Service Quality or

Appropriateness

Participation in

TreatmentPlanning


withServices

Social

Connectedness

Improved

Functioning

2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Ethnicity



Page 22

Satisfaction by Length of Stay

Fig. 22a.

Fig. 22b.

10

0.0

%

83

.3%

80

.0%

66

.7%

10

0.0

%

66

.7%

66

.7%

86

.7%

10

0.0

%

10

0.0

%

86

.7%

10

0.0

%

84

.6%

80

.0%

94

.6%

94

.6%

94

.6%

78

.4%

83

.8%

80

.0%

80

.6%

85

.7% 9

3.0

%

92

.6%

69

.1%

87

.5%

83

.9%

64

.8%

83

.2% 9

0.3

%

92

.8%

71

.1%

84

.1%

76

.0%

67

.0%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Service

Accessibility

Service Quality or

Appropriateness

Participation in

Treatment

Planning

Outcomes General

Satisfaction

Social

Connectedness

Improved

Functioning

2012 Consumer Satisfaction SurveyAdult Satisfaction by Length of Stay

0-6 months 7-11 months 1-2 years 3-5 years More than 5 years

93

.8%

86

.7%

10

0.0

%

10

0.0

%

46

.7%

87

.5%

60

.0%

79

.2%

92

.0%

96

.0%

88

.0%

53

.8%

87

.5%

57

.7%

93

.8%

96

.9%

96

.7%

87

.7%

72

.3%

96

.8%

72

.3%

71

.9%

92

.3%

75

.4%

87

.6%

92

.3% 98

.4%

81

.1%

62

.4%

90

.3%

66

.2%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Service

Accessibility

Service Quality or

Appropriateness

Participation in

TreatmentPlanning


withServices

Social

Connectedness

Improved

Functioning

2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Length of Stay



Page 23

Satisfaction by Program Fig. 23

Satisfaction by Child & Family Team Fig. 24

86

.1%

93

.7%

92

.9%

73

.4%

87

.4%

83

.5%

69

.1%

84

.5%

89

.7%

93

.7%

70

.4%

84

.0%

73

.7%

67

.5%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%




Planning


SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyAdult Satisfaction by Program

Non-SMI SMI

89

.2%

95

.0%

98

.3%

84

.6%

65

.4%

94

.3%

69

.0%

93

.2%

85

.0%

98

.3%

83

.6%

62

.3%

76

.7%

65

.6%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%



Participation inTreatmentPlanning


Services

SocialConnectedness

ImprovedFunctioning

2012 Consumer Satisfaction SurveyYSS-F Satisfaction by Child & Family Team

Yes No


Page 24

Criminal Justice Domain by Gender

Fig. 25a. Fig. 25b.

Criminal Justice Domain by Age Group

Fig. 26a. Fig. 26b.

Criminal Justice Domain by Race Fig. 27a. Fig. 27b.

47.7% 52.3%

35.3%

64.7%

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyAdult Criminal Justice by Gender

Female Male

36.0%

64.0%

32.4%

67.6%

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Gender

Female Male

66

.7%

33

.3%

56

.3%

43

.8%

41

.7%

59

.3%

29

.2%

70

.9%

n/

a

n/

a

n/

a

n/

a

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyAdult Criminal Justice by Age Group

18-21 years 22-30 years 31-45 years 46-65 years 66-75 years 75+ years

n/

a

n/

a

33

.3%

66

.7%

33

.3%

66

.7%

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Age Group

0 -4 years 5 -12 years 13 – 18 years

41

.3%

58

.7%

0.0

%

10

0.0

%

n/

a

n/

a

0.0

%

10

0.0

%

10

0.0

%

0.0

%

66

.7%

33

.3%

0%

20%

40%

60%

80%

100%

Not

Reduced

Police

EncountersReduced

2012 Consumer Satisfaction SurveyAdult Criminal Justice by Race

White African American

Asian American Indian/ Alaska NativeNative Hawaiian/ Pacific Islander Multi-Race

34

.2%

65

.8%

0.0

%

10

0.0

%

n/

a

n/

a

50

.0%

50

.0%

0.0

%

0.0

%

16

.7%

83

.3%

0%

20%

40%

60%

80%

100%

Not

Reduced

Police

EncountersReduced

2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Race




Page 25

Criminal Justice Domain by Ethnicity Fig.28a. Fig. 28b.

Criminal Justice Domain by Length of Services

Fig. 29a. Fig. 29b.

Criminal Justice Domain by Program Criminal Justice Domain by Child & Family Team Fig. 30 Fig. 31

30.0%

70.0%

43.3%56.7%

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyAdult Criminal Justice by Ethnicity

Hispanic or…

30.8%

69.2%

33.3%

66.7%

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Ethnicity

Hispanic or…

n/

a

n/

a

40

.0%

60

.0%

23

.1%

76

.9%

50

.0%

50

.0%

43

.2%

56

.8%

0%

20%

40%

60%

80%

100%

Not

Reduced

Police

EncountersReduced

2012 Consumer Satisfaction SurveyAdult Criminal Justice by Length of Sevices


n/

a

n/

a

25

.0%

75

.0%

21

.1%

78

.9%

20

.0%

80

.0%

43

.1%

56

.9%

0%

20%

40%

60%

80%

100%

Not

Reduced

Police

EncountersReduced

2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Length of Services


40.5%

59.5%

43.6%56.4%

0%

20%

40%

60%

80%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyAdult Criminal Justice by Program

Non-SMI SMI

33.3%

66.7%

27.3%

72.7%

0%

50%

100%

NotReduced

PoliceEncounters

Reduced

2012 Consumer Satisfaction SurveyYSS-F Criminal Justice by Child & Family

Team

Yes No


Page 26

School Attendance Domain by Gender School Attendance by Age Group Fig. 32 Fig. 33

School Attendance Domain by Race School Attendance Domain by Length of Services

Fig. 34 Fig. 35

School Attendance Domain by Ethnicity School Attendance Domain by Child & Family Team Fig. 36 Fig. 37

24.4%

75.6%

49.2% 50.8%

0%

20%

40%

60%

80%

100%

AttendanceNot

Improved

MoreDays inSchool

2012 Consumer Satisfaction SurveyYSS-F School Attendance by Gender

Female Male

n/

a

n/

a

42

.4%

57

.6%

43

.5%

56

.5%

0%

20%

40%

60%

80%

100%

AttendanceNot

Improved

MoreDays inSchool

2012 Consumer Satisfaction SurveyYSS-F School Attendance by Age Group

0 -4 years 5 -12 years 13 – 18 years

42

.5%

57

.5%

0.0

%

10

0.0

%

n/

a

n/

a

75

.0%

25

.0%

n/

a

n/

a

37

.5%

62

.5%

0%

20%

40%

60%

80%

100%

Attendance

NotImproved

More

Days inSchool

2012 Consumer Satisfaction SurveyYSS-F School Attendance by Race



28

.6%

71

.4%

36

.4%

63

.6%

38

.7%

61

.3%

32

.3%

67

.7%

51

.1%

48

.9%

0%

20%

40%

60%

80%

100%

Attendance

NotImproved

More

Days inSchool

2012 Consumer Satisfaction SurveyYSS-F School Attendance by Length of

Services


36.8%

63.5%

43.9%56.1%

0%

20%

40%

60%

80%

100%

Attendance

NotImproved

More

Days inSchool

2012 Consumer Satisfaction SurveyYSS-F School Attendance by Ethnicity


36.8%

63.2%

43.9%56.1%

0%

50%

100%

Attendance

Not

Improved

More

Days in

School

2012 Consumer Satisfaction SurveyYSS-F School Attendance by Child & Family

Team

Yes No


Page 27

VI. Survey Limitations During this survey period, NARBHA did not identify any specific limitations, issues, and/or problems while administering the survey.

VII. Improvement Opportunities According to the survey results for 2012, two domains within the Adult population did not meet the Minimum Performance Standard (MPS).

The two domains were:

• Social Connectedness scoring 78.1% with a MPS of 85%

• Improved Functioning scoring 67.7% with a MPS of 85%

In addition, the following Performance Measure Questions did not meet the MPS:

• Symptomatic Improvement (Q28) scoring 61.2% with a MPS of 85%

• Cultural Competency (Q37) scoring 83.0% with a MPS of 88% Within the YSS-F population there were two domains that did not meet the MPS.

The two domains were:

• Outcomes scoring 64.8% with a MPS of 70%

• Improved Functioning scoring 68.2% with a MPS of 85%

VIII. Performance Improvement Activities For each MHSIP Domain and NARBHA Performance Measure Question where NARBHA did not meet the Minimum Performance Standard (MPS), providers who contributed to NARBHA not meeting the MPS will be required to

respond in writing to a Letter of Concern (LOC) with detailed information of what activities they will initiate to improve consumer perception of satisfaction with the domains and performance measure questions. If a contributing provider is currently addressing the domain or performance measure question through an active Corrective Action Plan (CAP), a LOC will not be forwarded requiring additional activities.

NARBHA expects the activities initiated by providers will result in improvement in the satisfaction of behavioral health service consumers in the 2013 Consumer Satisfaction Survey results.

IX. Conclusion For the 2012 Adult Survey, NARBHA identified no significant increases in the percent of satisfaction compared to the 2011 survey results. However, the General Satisfaction domain and the Improved Functioning domain

decreased 4.3% and 5.4% respectively. NARBHA will address these domain decreases in the Letters of Concern to its providers.

For the 2012 Youth Services Survey for Families (YSS-F) NARBHA identified no significant increases in the

percent of satisfaction compared to the 2011 survey results. However, the Outcomes domain and the Satisfaction

with Services domain fell 3.8% and 4.7% respectively. NARBHA will address these domain decreases in the

Letters of Concern to its providers. As per the NARBHA contract with ADHS/DBHS, Consumer Satisfaction with service Outcomes on the Annual

Consumer Survey is a performance incentive; a score of 70% or greater on the Outcomes domain of the Consumer Survey makes up 25% of the incentive awarded to NARBHA. NARBHA recognizes the importance of assisting its

providers in identifying and tracking behavioral health service outcomes to improve consumers overall satisfaction with the services they receive.


Page 28

Addendum A: 2012 Adult Demographics Tab. 3

2012 Adult Demographics

Service Accessibility

Service Quality or

Appropriateness

Participation in Treatment

Planning Outcomes

General Satisfaction

Social Connectedness

Improved Functioning

Score* N** Score* N** Score* N** Score* N** Score* N** Score* N** Score* N**

Domain Score 85.6% 347 91.7% 348 93.2% 340 72.2% 338 85.6% 347 78.1% 338 68.7% 339

Gender

Female 86.6% 217 90.4% 219 93.5% 214 70.1% 214 84.4% 218 75.6% 213 69.5% 213

Male 83.7% 129 93.8% 128 92.8% 125 75.6% 123 87.5% 128 82.3% 124 67.2% 125

Age Group

18-21 years 100.0% 26 100.0% 26 100.0% 25 96.0% 25 100.0% 26 92.0% 25 91.7% 24

22-30 years 70.8% 48 79.2% 48 87.2% 47 90.4% 48 68.1% 47 70.2% 47 59.6% 47

31-45 years 83.5% 115 90.4% 115 88.7% 115 71.1% 114 84.3% 115 75.0% 112 68.8% 112

46-65 years 88.3% 137 94.9% 138 97.7% 133 71.8% 131 92.0% 138 79.7% 133 66.9% 136

66-75 years 100.0% 7 100.0% 7 100.0% 7 100.0% 7 85.7% 7 85.7% 7 85.7% 7

75+ years n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0

Race

White 86.5% 289 92.4% 289 93.7% 284 73.1% 283 87.2% 288 78.3% 281 68.2% 283

African American

75.0% 4 75.0% 4 100.0% 4 50.0% 4 50.0% 4 75.0% 4 50.0% 4

Asian 100.0% 1 100.0% 1 100.0% 1 100.0% 1 100.0% 1 100.0% 1 100.0% 1

American Indian/ Alaska Native

85.7% 14 92.9% 14 100.0% 13 91.7% 12 92.9% 14 92.9% 14 84.6% 13

Native Hawaiian/ Pacific Islander

100.0% 1 100.0% 1 100.0% 1 0.0% 1 0.0% 1 100.0% 1 0.0% 1

Multi-Race 69.2% 13 94.6% 13 92.3% 13 81.9% 11 76.9% 13 91.7% 12 83.3% 12

Ethnicity

Hispanic or Latino

86.7% 45 93.3% 45 84.1% 44 72.7% 44 84.1% 44 95.6% 45 65.9% 44

Not Hispanic or Latino

85.5% 269 91.8% 269 86.2% 269 71.5% 263 86.2% 269 93.2% 265 68.9% 264

Length of

Services

0-6 months 100.0% 6 83.3% 6 80.0% 5 66.7% 6 100.0% 6 66.7% 6 66.7% 6

7-11 months 86.7% 15 100.0% 15 100.0% 14 86.7% 15 100.0% 15 84.6% 13 80.0% 15

1-2 years 94.6% 37 94.6% 37 94.6% 37 78.4% 37 83.8% 37 80.0% 35 80.6% 36

3-5 years 85.7% 56 93.0% 57 92.6% 54 69.1% 55 87.5% 56 83.9% 56 64.8% 54

More than 5

years 83.2% 226 90.3% 226 92.8% 223 71.1% 218 84.1% 226 76.0% 221 67.0% 221

Program

Non-SMI 86.1% 144 93.7% 143 92.9% 140 73.4% 139 87.4% 143 83.5% 139 69.1% 139

SMI 84.5% 193 89.7% 195 93.7% 190 70.4% 189 84.0% 194 73.7% 190 67.5% 191

* Score percent based on average scores 3.5 - 5.0

** Number of valid cases (n/a: Data is not analyzed if the number of valid cases is less than 30)


Page 29

Addendum B: 2012 Adult Consumer Survey Line Item Tab. 4

2012 Adult Consumer Survey MHSIP Domains/Line Items Score* N**

1. Service Accessibility 85.6% 347

4 The location of services was convenient. 85.0% 339

5 Staff were willing to see me as often as I felt it was necessary. 86.1% 345

6 Staff returned my call is 24 hours. 78.6% 341

7 Services were available at times that were good for me. 86.3% 344

8 I was able to get all the services I thought I needed. 82.9% 344

9 I was able to see a psychiatrist when I wanted to. 67.4% 334

2. Service Quality or Appropriateness 91.7% 348

10 Staff here believe that I can grow, change and recover. 88.3% 341

12 I feel free to complain. 86.7% 345

13 I was given information about my rights. 93.6% 344

14 Staff encouraged me to take responsibility for how I live my life. 88.9% 341

15 Staff helped to understand what side effects I should out for. 82.8% 337

16 Staff respected my wishes about who is and who is not to be given information about my treatment. 92.4% 344

18 Staff were sensitive to my cultural background. 90.3% 330

19 Staff helped me obtain the information I needed so that I could take charge of managing my illness 85.9% 340

20 I was encouraged to use consumer-run programs. 85.8% 331

3. Participation in Treatment Planning 93.2% 340

11 I felt comfortable asking questions about my treatment and medication. 91.6% 347

17 I, not staff, decided my treatment goals. 84.5% 343

4. Outcomes 72.2% 338

21 I deal more effectively with daily problems. 78.3% 345

22 I am better able to control my life. 74.8% 341

23 I am better able to deal with crisis. 73.5% 343

24 I am getting along better with my family. 73.2% 336

25 I do better in social situations. 63.3% 338

26 I do better in school and/or work. 57.3% 246

27 My housing situation has improved. 62.1% 311

28 My symptoms are not bothering me as much. 61.2% 338

5. General Satisfaction 85.6% 347

1 I like the services that I received here. 87.3% 346

2 If I had other choices, I would still get services from this agency. 85.5% 339

3 I would recommend this agency to a friend or family member. 86.8% 341

6. Social Connectedness 78.1% 338

33 I am happy with the friendships I have. 75.1% 338

34 I have people with whom I can do enjoyable things. 76.7% 344

35 I feel I belong in my community. 65.6% 331

36 In a crisis, I would have the support I need from family and friends. 80.2% 339

8. Improved Functioning 68.7% 339

28 My symptoms are not bothering me as much. 61.2% 338

29 I do things that are more meaningful to me. 71.4% 339

30 I am better able to take care of my needs. 72.1% 340

31 I am better able to handle things when they go wrong. 69.5% 341

32 I am better able to do things that I want to do. 75.1% 338

NARBHA Performance Measure Questions

28 My symptoms are not bothering me as much. (Symptomatic Improvement) 61.2% 338

37 In creating my service plan my cultural preferences were included. (Cultural Competency) 83.0% 318

*Score percent based on average scores 3.5 - 5.0



Page 30

Discussion Based on the 2012 Adult Consumer Survey results for NARBHA, it was determined that the consumer perception reflects an overall satisfaction with the behavioral health services they received.

NARBHA met the Minimum Performance Standards (MPS) in five of the established Mental Health Statistics Improvement Program (MHSIP) domains for the adult population; Service Accessibility (85.6%), Service Quality or

Appropriateness (91.7%), Participation in Treatment Planning (93.2%), Outcomes (72.2%), and General

Satisfaction (85.6%). The remaining two domains did not meet the MPS; Social Connectedness (78.1%) and Improved Functioning (68.7%). The Participation in Treatment Planning domain indicates the highest respondent satisfaction with a score of 93.2%. The two line items that make up this domain scored as follows:

1. Q11 – “I felt comfortable asking questions about my treatment and medication.” (93.6%)

2. Q17 – “I, not staff, decided my treatment goals.” (84.5%)

The Improved Functioning domain indicates the lowest respondent satisfaction with a score of 68.7%. The five line items that make up this domain scored as follows:

1. Q28 – “My symptoms are not bothering me as much.” (61.2%) 2. Q29 – “I do things that are more meaningful to me.” (71.4%) 3. Q30 – “I am better able to take care of my needs.” (72.1%) 4. Q31 – “I am better able to handle things when they go wrong.” (69.5%) 5. Q32 – “I am better able to do things that I want to do.” (75.1%)


Page 31

Addendum C: 2012 YSS-F Demographics Tab. 6

2012 YSS-F

Demographics

Service

Accessibility

Participation

in Treatment Planning

Cultural

Sensitivity

Satisfaction

with Services Outcomes

Social

Connectedness

Improved

Functioning

Score* N** Score* N** Score* N** Score* N** Score* N** Score* N** Score* N**

Domain Score 89.6% 366 93.3% 372 98.3% 359 85.0% 373 64.8% 369 91.6% 369 68.2% 371

Gender

Female 86.0% 121 89.3% 122 99.2% 118 87.8% 123 66.4% 122 90.1% 121 72.1% 122

Male 91.4% 244 95.2% 249 97.9% 240 83.5% 249 64.2% 246 92.3% 247 66.5% 248

Age Group

0 -4 years n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0

5 -12 years 92.9% 84 100.0% 84 100.0% 81 90.5% 84 67.9% 84 92.9% 84 69.0% 84

13 - 18 years 88.7% 282 91.3% 288 97.8% 278 83.4% 289 63.9% 285 91.2% 285 67.9% 287

Race

White 91.7% 301 94.8% 306 99.0% 293 85.3% 306 66.3% 303 92.4% 304 68.8% 304

African American

87.5% 8 100.0% 8 100.0% 8 100.0% 8 87.5% 8 100.0% 7 87.5% 8

Asian n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0 n/a 0

American

Indian/ Alaska Native

55.6% 9 66.7% 9 77.8% 9 55.6% 9 44.4% 9 100.0% 9 55.6% 9

Native Hawaiian/

Pacific Islander

100.0% 3 100.0% 3 100.0% 3 100.0% 3 66.7% 3 33.3% 3 66.7% 3

Multi-Race 82.4% 17 83.3% 18 100.0% 18 77.8% 18 55.6% 18 83.3% 18 61.1% 18

Ethnicity

Hispanic or Latino

91.5% 59 96.6% 59 98.3% 59 91.7% 60 58.6% 58 91.4% 58 66.7% 60

Not Hispanic or Latino

89.7% 281 92.7% 287 98.5% 274 82.9% 287 65.4% 286 91.6% 285 68.2% 286

Length of

Services

0-6 months 93.8% 16 86.7% 15 100.0% 16 100.0% 16 46.7% 15 87.5% 16 60.0% 15

7-11 months 79.2% 24 92.0% 25 96.0% 25 88.0% 25 53.8% 26 87.5% 24 57.7% 26

1-2 years 93.8% 64 96.9% 65 96.7% 61 87.7% 65 72.3% 65 96.8% 63 72.3% 65

3-5 years 93.8% 64 93.9% 66 100.0% 63 87.9% 66 71.9% 64 92.3% 65 75.4% 65

More than 5 years

87.6% 193 92.3% 196 98.4% 189 81.1% 196 62.4% 194 90.3% 196 66.2% 195

CFT

Yes 89.2% 295 95.0% 299 98.3% 287 84.6% 299 65.4% 295 94.3% 296 69.0% 297

No 93.2% 59 85.0% 60 98.3% 59 83.6% 61 62.3% 61 76.7% 60 65.6% 61

* Score percent based on average scores 3.5 - 5.0



Page 32

Addendum D: 2012 YSS-F Line Item Tab. 7

2012 YSS-F Domains/Line Items Score* N**

1. Service Accessibility 89.6% 366

8 The location of services was convenient for us. 88.1% 370

9 Services were available at times that were convenient for us. 85.3% 368

2. Participation in Treatment Planning 93.3% 372

2 I helped to choose my child’s services. 89.7% 369

3 I helped to choose my child’s treatment goals. 91.6% 370

6 I participated in my child’s treatment. 93.5% 369

3. Cultural Sensitivity 98.3% 359

12 Staff treated me with respect. 96.8% 372

13 Staff respected my family’s religious/spiritual beliefs. 92.6% 353

14 Staff spoke with me in a way that I understood. 97.3% 372

15 Staff were sensitive to my cultural/ethnic background. (For Example: values, traditions, beliefs, race, language, etc.)

91.2% 353

4. Satisfaction with Services 85.0% 373

1 Overall, I am satisfied with the services my child received. 84.5% 375

4 The people helping my child stuck with us no matter what. 81.0% 368

5 I felt my child had someone to talk to when he/she was troubled. 83.6% 365

7 The services my child and/or family received were right for us. 83.8% 371

10 My family got the help we wanted for my child. 81.9% 370

11 My family got as much help as we needed for my child. 78.6% 370

5. Outcomes 64.8% 369

16 My child is better at handling daily life. 71.8% 369

17 My child gets along better with family members. 64.8% 366

18 My child gets along better with friends and other people. 69.8% 367

19 My child is doing better in school and/or work. 68.0% 363

20 My child is better able to cope when things go wrong. 61.3% 367

21 I am satisfied with our family life right now. 63.3% 365

22 My child is better able to do things he or she wants to do. 67.5% 369

6. Social Connectedness 91.6% 369

23 I know people who will listen and understand me when I need to talk. 87.7% 368

24 I have people that I am comfortable talking with about my child’s problems. 92.4% 368

25 In a crisis, I would have the support I need from family or friends. 84.8% 369

26 I have people with whom I can do enjoyable things. 87.0% 368

7. Improved Functioning 68.2% 371

16 My child is better at handling daily life. 71.8% 369

17 My child gets along better with family members. 64.8% 366

18 My child gets along better with friends and other people. 69.8% 367

19 My child is doing better in school and/or work. 68.0% 363

20 My child is better able to cope when things go wrong. 61.3% 367

22 My child is better able to do things he or she wants to do. 67.5% 369

NARBHA Performance Measure Questions

29 In creating my child’s service plan our cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.) (Cultural Competency) (MPS=88%)

88.4% 337

* Percent based on average scores 3.5 - 5.0

N = number of valid cases (n/a: Data is not analyzed if the number of valid cases is less than 30)


Page 33

Discussion Based on the 2012 Youth Services Survey for Families (YSS-F) results for NARBHA, it was determined that the consumer perception reflects an overall satisfaction with the behavioral health services they received.

NARBHA met the Minimum Performance Standards (MPS) in five of the established Mental Health Statistics Improvement Program (MHSIP) domains for the adult population; Service Accessibility (89.6%), Participation in

Treatment Planning (93.3%), Cultural Sensitivity (98.3%), Satisfaction with Services (85.0%), and Social

Connectedness (91.6%). The remaining two domains did not meet the MPS; Outcomes (64.8%) and Improved

Functioning (68.2%). The Cultural Sensitivity domain indicates the highest respondent satisfaction with a score of 98.3%. The four line items that make up this domain scored as follows:

1. Q12 –“Staff treated me with respect.” (96.8% 2. Q13 – “Staff respected my family’s religious/spiritual beliefs.” (92.6%) 3. Q14 – “Staff spoke with me in a way that I understood.” (97.3%

4. Q15 – “Staff were sensitive to my cultural/ethnic background. (For Example: values, traditions, beliefs, race, language, etc.) (91.2%

The Outcomes domain indicates the lowest respondent satisfaction with a score of 64.8%. The seven line items that make up this domain scored as follows:

1. Q16 – “My child is better at handling daily life.” (71.8%) 2. Q17 – “My child gets along better with family members.” (64.8%) 3. Q18 – “My child gets along better with friend and other people.” (69.8%) 4. Q19 – “My child is doing better in school and/or work.” (68.0%)

5. Q20 – “My child is better able to cope when things go wrong.” (61.3%) 6. Q21 – “I am satisfied with our family life right now.” (63.3%) 7. Q22 – “My child is better able to do things he or she wants to do.” (67.5%)


Page 34

Addendum E: Adult Benchmarking Tab. 8

2007

82.2% 80.3% ↓ 78.9% ↓ 82.5% 85.2% 85.6%

4The location of services was convenient (parking, public transportation,

distance, etc.)86.2% 82.2% ↓ 84.7% 84.4% ↓ 83.3% ↓ 85.0%

5 Staff were willing to see me as often as I felt it was necessary 84.2% 81.2% ↓ 84.1% 85.0% 87.2% 86.1% ↓

6 Staff returned my call is 24 hours 77.9% 76.5% ↓ 79.5% 77.6% ↓ 83.5% 78.6% ↓

7 Services were available at times that were good for me 88.3% 86.8% ↓ 90.2% 86.8% ↓ 88.3% 86.3% ↓

8 I was able to get all the services I thought I needed 80.0% 77.2% ↓ 77.9% 80.1% 81.6% 82.9%

9 I was able to see a psychiatrist when I wanted to 72.4% 70.9% ↓ 64.2% ↓ 68.2% 70.5% 67.4% ↓

89.5% 87.5% ↓ 87.3% ↓ 89.7% 93.1% 91.7% ↓

10 Staff here believe that I can grow, change and recover 84.6% 87.6% 84.8% ↓ 86.5% 91.7% 88.3% ↓

12 I feel free to complain 87.6% 87.1% ↓ 84.7% ↓ 79.4% ↓ 87.5% 86.7% ↓

13 I was given information about my rights. 92.7% 93.8% 94.2% 90.4% ↓ 91.7% 93.6%

14 Staff encouraged me to take responsibility for how I live my life. 89.8% 86.2% ↓ 89.7% 88.3% ↓ 93.3% 88.9% ↓

15 Staff told me what side effects to watch out for. 86.4% 81.8% ↓ 82.2% 79.2% ↓ 86.9% 82.8% ↓

16Staff respected my wishes about who is and who is not to be given

information about my treatment.92.2% 88.6% ↓ 87.7% ↓ 90.9% 91.9% 92.4%

18Staff were sensitive to my cultural background (race, religion, language,

etc.)83.4% 83.3% ↓ 80.8% ↓ 84.9% 88.4% 90.3%

19Staff helped me obtain the information I needed so that I could take

charge of managing my illness87.6% 79.5% ↓ 82.7% 84.0% 89.8% 85.9% ↓

20I was encouraged to use consumer-run programs (support groups, drop-

in centers, crisis phone line, etc.)77.4% 82.4% 82.7% 82.3% ↓ 84.8% 85.8%

82.6% 91.5% 80.6% ↓ 91.8% 91.3% ↓ 93.2%

11 I felt comfortable asking questions about my treatment and medication 91.2% 91.5% 89.8% ↓ 88.5% ↓ 90.2% 91.6%

17 I, not staff, decided my treatment goals 80.7% 79.0% ↓ 80.8% 83.8% 86.6% 84.5% ↓

68.7% 70.8% 63.8% ↓ 71.7% 75.6% 72.2% ↓

21 I deal more effectively with daily problems 78.3% 77.0% ↓ 74.0% ↓ 79.4% 81.4% 78.3% ↓

22 I am better able to control my life 74.3% 74.8% 76.4% 76.3% ↓ 78.0% 74.8% ↓

23 I am better able to deal with crisis 70.2% 74.9% 69.2% ↓ 72.4% 74.3% 73.5% ↓

24 I am getting along better with my family 72.5% 76.0% 69.1% ↓ 74.1% 74.1% 73.2% ↓

25 I do better in social situations 63.0% 68.2% 59.6% ↓ 63.8% 67.7% 63.3%

26 I do better in school and/or work. 58.4% 63.1% 54.3% ↓ 59.1% 63.5% 57.3% ↓

27 My housing situation has improved 61.7% 59.7% ↓ 60.4% 63.7% 62.8% ↓ 62.1% ↓

28 My symptoms are not bothering me as much. 64.5% 63.5% ↓ 56.6% ↓ 66.2% 66.3% 61.2% ↓

87.3% 84.9% ↓ 84.5% ↓ 88.3% 89.9% 85.6% ↓

1 I like the services that I received here. 90.1% 88.1% ↓ 87.5% ↓ 89.8% 91.7% 87.3% ↓

2 If I had other choices, I would still get services from this agency 84.4% 81.4% ↓ 77.6% ↓ 82.6% 85.3% 85.5%

3 I would recommend this agency to a friend or family member. 88.8% 85.2% ↓ 86.4% 88.3% 88.9% 86.8% ↓

65.6% 65.0% ↓ 67.8% 78.2% 80.6% 78.1% ↓

33 I am happy with the friendships I have. 71.7% 73.7% 70.4% ↓ 77.1% 80.4% 75.1% ↓

34 I have people with whom I can do enjoyable things. 72.4% 71.7% ↓ 75.0% 80.8% 77.9% ↓ 76.7% ↓

35 I feel I belong in my community. 55.8% 54.2% ↓ 62.7% 60.3% ↓ 61.9% 65.6%

36 In a crisis, I would have the support I need from family and friends. 73.7% 78.3% 78.3% 79.9% 82.4% 80.2% ↓

65.2% 68.3% 63.1% ↓ 70.8% 74.1% 68.7% ↓

28 My symptoms are not bothering me as much. 64.5% 63.5% ↓ 56.6% ↓ 66.2% 66.3% 61.2% ↓

29 I do things that are more meaningful to me. 67.7% 75.4% 70.5% ↓ 72.4% 73.6% 71.4% ↓

30 I am better able to take care of my needs. 71.3% 75.5% 69.7% ↓ 73.4% 73.3% ↓ 72.1% ↓

31 I am better able to handle things when they go wrong. 68.1% 68.1% 63.1% ↓ 68.6% 71.7% 69.5% ↓

32 I am better able to do things that I want to do. 67.5% 67.0% ↓ 65.6% ↓ 67.6% 71.0% 75.1%

28My symptoms are not bothering me as much. (Symptomatic

Improvement) (MPS=85%)64.5% 63.5% ↓ 56.6% ↓ 66.2% 66.3% 61.2% ↓

37My cultural preferences and race/ethnicity were included in planning

the services I received. (Cultural Competency) (MPS=88%)63.2% 60.3% ↓ 65.5% 63.7% ↓ 84.5% 83.0% ↓

3. Participation in Treatment Planning (MPS=88%)

1. Service Accessibility (MPS=85%)

20122011201020092008

2. Service Quality or Appropriateness (MPS=85%)

↓ = indicates a decline in satisfaction from the previous year

Performance Measure Questions

Adult Consumer Survey MHSIP Domain/Line Items

8. Improved Functioning (MPS=85%)

6. Social Connectedness (MPS=85%)

* The percent is based on average scores 3.5 - 5.0

Red numbers indicate the domains not meeting Minimum Performance Standard

5. General Satisfaction (MPS=85%)

4. Outcomes (MPS=70%)


Page 35

Addendum F: YSS-F Benchmarking Tab. 9

2007

75.1% 81.4% 78.9% ↓ 89.7% 93.6% 89.6% ↓

8 The location of services was convenient for us. 81.2% 88.9% 81.7% ↓ 88.4% 92.7% 88.1% ↓

9 Services were available at times that were convenient for us. 81.2% 84.9% 86.3% 86.7% 90.0% 85.3% ↓

85.7% 87.6% 92.2% 93.4% 94.2% 93.3% ↓

2 I helped to choose my child’s services. 83.6% 82.5% ↓ 87.9% 90.8% 89.6% ↓ 89.7%

3 I helped to choose my child’s treatment goals. 85.6% 88.6% 90.8% 93.0% 93.3% 91.6% ↓

6 I participated in my child’s treatment. 91.2% 91.5% 95.3% 94.4% ↓ 93.8% ↓ 93.5% ↓

92.6% 93.1% 93.0% ↓ 96.2% 97.2% 98.3%

12 Staff treated me with respect. 94.9% 96.2% 94.7% ↓ 95.6% 95.7% 96.8%

13 Staff respected my family’s religious/spiritual beliefs. 87.4% 91.7% 90.8% ↓ 90.1% ↓ 93.2% 92.6% ↓

14 Staff spoke with me in a way that I understood. 96.4% 96.2% 95.7% ↓ 95.9% 97.6% 97.3% ↓

15 Staff were sensitive to my cultural/ethnic background. 86.9% 86.3% ↓ 88.5% 89.7% 92.9% 91.2% ↓

77.4% 83.8% 83.2% ↓ 89.7% 89.7% 85.0% ↓

1 Overall, I am satisfied with the services my child received. 86.6% 88.5% 89.1% 91.7% 87.6% ↓ 84.5% ↓

4 The people helping my child stuck with us no matter what. 83.6% 82.5% ↓ 83.9% 85.6% 85.9% 81.0% ↓

5 I felt my child had someone to talk to when he/she was troubled. 77.8% 83.9% 82.7% ↓ 86.3% 86.8% 83.6% ↓

7 The services my child and/or family received were right for us. 79.8% 84.5% 85.3% 87.8% 88.1% 83.8% ↓

10 My family got the help we wanted for my child. 78.2% 85.5% 84.1% ↓ 87.2% 85.9% ↓ 81.9% ↓

11 My family got as much help as we needed for my child. 71.4% 81.1% 76.3% ↓ 80.9% 80.9% 78.6% ↓

61.8% 71.5% 64.7% ↓ 70.4% 68.6% ↓ 64.8% ↓

16 My child is better at handling daily life. 69.3% 74.6% 71.3% ↓ 76.2% 70.9% ↓ 71.8%

17 My child gets along better with family members. 68.6% 74.8% 67.3% ↓ 71.2% 70.7% ↓ 64.8% ↓

18 My child gets along better with friends and other people. 70.8% 73.4% 72.3% ↓ 74.6% 73.3% ↓ 69.8% ↓

19 My child is doing better in school and/or work. 64.6% 74.4% 68.3% ↓ 70.2% 66.0% ↓ 68.0%

20 My child is better able to cope when things go wrong. 59.3% 67.6% 63.7% ↓ 67.6% 64.0% ↓ 61.3% ↓

21 I am satisfied with our family life right now. 58.2% 65.8% 60.1% ↓ 63.8% 63.4% ↓ 63.3% ↓

22 My child is better able to do things he or she wants to do. 67.3% 73.6% 69.6% ↓ 71.8% 70.0% ↓ 67.5% ↓

34.3% 87.3% 64.7% ↓ 90.6% 90.2% ↓ 91.6%

23 I know people who will listen and understand me when I need to talk. 83.5% 87.7% 71.3% ↓ 88.6% 85.0% ↓ 87.7%

24I have people that I am comfortable talking with about my child’s

problems.84.3% 65.0% ↓ 67.3% 91.6% 90.5% ↓ 92.4%

25 In a crisis, I would have the support I need from family or friends. 79.9% 65.0% ↓ 72.3% 83.3% 86.2% 84.8% ↓

26 I have people with whom I can do enjoyable things. 83.5% 65.0% ↓ 68.3% 86.6% 88.9% 87.0% ↓

28.0% 71.2% 66.1% ↓ 73.3% 71.1% ↓ 68.2% ↓

16 My child is better at handling daily life. 69.3% 74.6% 71.3% ↓ 76.2% 70.9% ↓ 71.8%

17 My child gets along better with family members. 68.6% 74.8% 67.3% ↓ 71.2% 70.7% ↓ 64.8% ↓

18 My child gets along better with friends and other people. 70.8% 73.4% 72.3% ↓ 74.6% 73.3% ↓ 69.8% ↓

19 My child is doing better in school and/or work. 64.6% 74.4% 68.3% ↓ 70.2% 66.0% ↓ 68.0%

20 My child is better able to cope when things go wrong. 59.3% 67.6% 63.7% ↓ 67.6% 64.0% ↓ 61.3% ↓

22 My child is better able to do things he or she wants to do. 67.3% 73.6% 69.6% ↓ 71.8% 70.0% ↓ 67.5% ↓

29

Our family’s cultural preferences and race/ethnicity were included in

planning services that my child/family receives. (Cultural Competency)

(MPS=88%)

66.4% 68.4% 73.8% 71.9% ↓ 88.4% 88.4%

20122011201020092008

Performance Measure Question

YSS-F MHSIP Domains/Line Items

7. Improved Functioning (MPS=85%)

6. Social Connectedness (MPS=85%)

5. Outcomes (MPS=70%)

4. Satisfaction with Services (MPS=85%)

3. Cultural Sensitivity (MPS=88%)

2. Participation in Treatment Planning (MPS=88%)

1. Service Accessibility (MPS=85%)

↓ = indicates a decline in satisfaction from the previous year

Red numbers indicate the domains not meeting Minimum Performance Standard

* The percent is based on average scores 3.5 - 5.0


Page 36

Addendum G: Acronym List Tab. 10

Acronyms Description

ADHS/DBHS Arizona Department of Health Services Division of Behavioral Health Services

CFT Child and Family Team CIS Client Information System EOC Episode of Care Fig. Figure GMH General Mental Health GSA Geographical Service Area MSHIP Mental Health Statistics Improvement Program NARBHA Northern Arizona Regional Behavioral Health Authority RSS Required Sample Surveys Tab. Table YSS-F Youth Services Survey for Families


Page 37

APPENDICES

THIS SECTION MUST BE COMPLETED BY T/RBHA OR PROVIDER!

Name of Service Agency: ____________________________________________________________________

T/RBHA NAME: _________________________ Facility ID: ______________

Program/Fund Source: SMI Non-SMI (GMH or SA)

Client’s Entitlement Status: TXIX TXXI Survey ID: ________________________

Survey completed at: Home Clinic By Phone Client enrolled in DDD: Yes _____ No _____

YEAR 2012 ADULT CONSUMER SURVEY

Please help us improve our program by completing this survey about the services you have received in the last six months. We are interested in your honest opinion. All responses will be treated as confidential. Any personal information will be excluded in the presentation of the survey results. Your current and/or future services will not be affected if you decide not to participate in this survey. If you have already taken this survey during the months of April or May 2012, you do not need to complete it again. After you have completed the survey, please fold and drop it in the survey box before you leave the office today. Thank you.

Use Pen or Pencil

Please fill in the bubbles completely with your answers to the following questions:

Information about the Person Receiving Services:

Age:

Sex: Male Female Ethnicity: Hispanic or Latino Not Hispanic or Latino Please check all applicable race categories: Race: White Black/African American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander How long have you been receiving mental health and/or substance abuse services? (from any provider)

0 - 6 months 7 - 11 months 1 - 2 years 3 - 5 years more than 5 years

About the Person Completing This Survey:

I am the person directly receiving services. Yes No

If not, please check your relation to the person who is directly receiving services:

Parent/Guardian Friend Relative (Uncle, Aunt, Cousin, Grandparent, etc.) Other

Please continue to answer questions on the next page.

Por favor siéntase libre de usar el espacio proporcionado abajo para comentar sobre cualquiera de sus respuestas. También, si hay áreas que no fueron cubiertas por este cuestionario que usted siente que deberían haber sido incluidas, por favor escríbalas en la sección de comentarios. Gracias por su tiempo y cooperación en completar éste cuestionario.

¿Cuáles han sido algunas cosas más provechosas sobre los servicios que usted recibió durante los 6 meses pasados? ¿Qué mejoraría los servicios qué usted recibe aquí?

Gracias por completar este cuestionario.

Por favor escriba cualquier otro comentario que usted quiera compartir:

PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY

In order to provide the best possible behavioral health services, we need to know what you think about the services you received DURING THE LAST 6 MONTHS, the people who provided it, and the results. St

rong

ly

Agr

ee

Agr

ee

I am

N

eutr

al

Dis

agre

e

Stro

ngly

D

isag

ree

Not

A

pplic

able

1. I like the services that I received here. 2. If I had other choices, I would still get services from this agency. 3. I would recommend this agency to a friend or family member. 4. The location of services was convenient (parking, public transportation, distance, etc.)

5. Staff were willing to see me as often as I felt it was necessary. 6. Staff returned my call in 24 hours. 7. Services were available at times that were good for me. 8. I was able to get all the services I thought I needed. 9. I was able to see a psychiatrist when I wanted to. 10. Staff here believe that I can grow, change and recover. 11. I felt comfortable asking questions about my treatment and medication. 12. I feel free to complain. 13. I was given information about my rights. 14. Staff encouraged me to take responsibility for how I live my life. 15. Staff helped me to understand what side effects I should watch out for. 16. Staff respected my wishes about who is and who is not to be given information about my treatment.

17. I, not staff, decided my treatment goals. 18. Staff were sensitive to my cultural background. (For example: values, traditions, beliefs, race, language, etc.)

19. Staff helped me obtain the information I needed so that I could take charge of managing my illness.

20. I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone line, etc.)

As a direct result of the services I received: 21. I deal more effectively with daily problems. 22. I am better able to control my life. 23. I am better able to deal with crisis. 24. I am getting along better with my family. 25. I do better in social situations. 26. I do better in school and/or work. 27. My housing situation has improved. 28. My symptoms are not bothering me as much. 29. I do things that are more meaningful to me. 30. I am better able to take care of my needs. 31. I am better able to handle things when they go wrong. 32. I am better able to do things that I want to do.


POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE

Para las preguntas 33-36 por favor responda basado en las relaciones con personas diferentes de su proveedor (es) de salud mental. M

uy d

e ac

uerd

o

De

acue

rdo

Neu

tro

En

Des

acue

rdo

Muy

en

desa

cuer

do

No

Apl

ica

33. Soy feliz con las amistades que tengo. 34. Tengo a personas con quienes puedo hacer cosas agradables. 35. Siento que pertenezco a mi comunidad. 36. En una crisis, yo tendría el apoyo que necesito de familia o amigos. Preguntas adicionales del estado: 37. En la creación de mi plan de servicios, mis preferencias culturales fueron incluidas. (Por ejemplo; mis valores, tradiciones, creencias, raza, lenguaje, etc.).

38. Los servicios me fueron proporcionados en un lenguaje que entendí.

39. En la creación de mi plan de servicios las tradiciones y creencias de mi tribu fueron incluidas (Por ejemplo: me preguntaron si quería participar en sesiones de sanación tradicional). Si usted no participa de las tradiciones tribales, por favor marque la opción "No aplica".

Por favor conteste las siguientes preguntas para hacernos saber cómo se encuentra. 40. ¿Durante cuánto tiempo ha recibido usted servicios de salud mental de éste proveedor?

Menos de un año (menos de 12 meses) (Continué con la pregunta 41)

1 año o más (al menos 12 meses) (Vaya a la pregunta 44)

Si su respuesta es “menos de un año (menos de 12 meses)”, por favor complete las preguntas 41-43. 41. ¿Ha sido usted arrestado desde que comenzó a recibir servicios de salud mental? Sí No

42. ¿Ha sido usted arrestado durante los 12 meses anteriores a esto? Sí No

43. Desde que usted comenzó a recibir servicios de salud mental, ha tenido incidentes con la policía…

han disminuido (por ejemplo, no he sido arrestado, molestado por la policía, enviado por la policía a un refugio o programa de crisis)

han sido igual

han aumentado

no aplicable (yo no he tenido ningún

incidente con la policía durante este año o el año pasado)

Si su respuesta es “1 año o más (al menos 12 meses)”, por favor complete las preguntas 44 - 46. 44. ¿Ha sido arrestado durante los 12 meses pasados? Sí No 45. ¿Ha sido arrestado durante los 12 meses anteriores a esto? Sí No 46. Durante el año pasado, sus incidentes con la policía …

han disminuido (por ejemplo, no he sido arrestado, molestado por policía, enviado por la policía a un refugio o programa de crisis)

han sido igual

han aumentado

no aplicable (yo no he tenido ningún

encuentro con la policía durante este año o el año pasado)

Por favor siga contestando preguntas en la siguiente página.


For questions 33-36 please answer for relationships with persons other than your mental health provider(s) St

rong

ly

Agr

ee

Agr

ee

I am

N

eutr

al

Dis

agre

e

Stro

ngly

D

isag

ree

Not

A

pplic

able

33. I am happy with the friendships I have. 34. I have people with whom I can do enjoyable things. 35. I feel I belong in my community. 36. In a crisis, I would have the support I need from family or friends.

State-added Questions: 37. In creating my service plan my cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.)

38. Services were provided in a language I understood. 39. In creating my service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.) If you do not participate in tribal customs, please mark Not Applicable.

Please answer the following questions to let us know how you are doing.

40. How long have you received mental health services from this provider?

Less than a year (less than 12 months) (Continue to Question 41)

1 year or more (at least 12 months) (Skip to Question 44)

If you answered “Less than a year (less than 12 months)”, please complete questions 41 - 43.

41. Were you arrested since you began to receive mental health services? Yes No

42. Were you arrested during the 12 months prior to that? Yes No 43. Since you began to receive mental health services, have your encounters with police…

been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program)

stayed the same

increased

not applicable (I had no police encounters this year or last year)

If you answered “1 year or more (at least 12 months)”, please complete questions 44 - 46. 44. Were you arrested during the last 12 months? Yes No 45. Were you arrested during the 12 months prior to that? Yes No 46. Over the last year, have your encounters with police… been reduced (for example, I have

not been arrested, hassled by police, taken by police to a shelter or crisis program)

stayed the same

increased

not applicable (I had no police encounters this year or last year)



A fin de proporcionar un mejor servicio en los cuidados de salud mental y de abuso de sustancias, tenemos que saber lo que usted piensa sobre los servicios que recibió DURANTE los 6 MESES PASADOS, la gente que lo proporcionó, y los resultados. M

uy d

e ac

uerd

o

De

acue

rdo

Neu

tro

En

Des

acue

rdo

Muy

en

desa

cuer

do

No

Apl

ica

1. Me gustaron los servicios que recibí aquí. 2. Si yo tuviera otras opciones, yo todavía preferiría los servicios de esta agencia.

3. Yo recomendaría ésta agencia a un miembro de la familia o un amigo. 4. La ubicación de los servicios fue conveniente (estacionamiento, transporte público, distancia, etc.)

5. El personal quiso verme tan a menudo como sentí que era necesario. 6. El personal devolvió mi llamada en 24 horas. 7. Los servicios estaban disponibles a las horas que eran convenientes para mí.

8. Recibí los servicios que pensé que necesitaba. 9. Pude ver a un Psiquiatra cuando así lo solicité. 10. El personal aquí cree que puedo crecer, cambiar y recuperarme. 11. Me sentí cómodo haciendo preguntas acerca de mi tratamiento y medicación.

12. Me siento libre de presentar mis inquietudes sobre los servicios. 13. Me dieron la información sobre mis derechos. 14. El personal me animó a tomar la responsabilidad de como vivo mi vida.

15. El personal me ayudó a entender acerca de los efectos secundarios sobre los que debo estar preparado.

16. El personal respetó mis deseos sobre a quién sí y a quien no deben dar información sobre mi tratamiento.

17. Yo, y no el personal, decidí las metas de mi tratamiento. 18. El personal fue respetuoso de mis raíces culturales/étnicas. (Por ejemplo: mis valores, tradiciones, creencias, raza, lenguaje, etc.).

19. El personal me ayudó a obtener la información que necesité de modo que yo pudiera hacerme cargo de manejar mi enfermedad.

20. Fui animado a usar programas manejados por consumidores (grupos de apoyo, centros de ayuda informal, línea telefónica de crisis, etc.)

Como un resultado directo de los servicios recibí:

21. Manejo de forma más eficaz los problemas diarios. 22. Soy más capaz de controlar mi vida. 23. Soy más capaz de lidiar con las crisis. 24. Me llevo mejor con los miembros de mi familia. 25. Me desenvuelvo mejor en situaciones sociales. 26. Tengo mejor desempeño en la escuela y/o trabajo. 27. Mi situación de vivienda ha mejorado. 28. Los síntomas no me molestan tanto como antes. 29. Hago cosas que son más significativas para mí. 30. Soy más capaz de ocuparme de mis necesidades. 31. Soy más capaz de manejar las cosas o situaciones cuando no van bien. 32. Soy más capaz de hacer cosas que quiero hacer.


Please feel free to use the space provided below to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please write them in the comments section. Thank you for your time and cooperation in completing this questionnaire.

What have been some of the most helpful things about the services you received over the last 6 months? ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________

What would improve the services that you receive here? ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________

Thank you for completing this questionnaire.

Please list any other comments you may want to share: ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________

¡¡ESTA SECCIÓN DEBE SER COMPLETADA POR LA RBHA O EL PROVEEDOR!!

Nombre de Agencia de Servicio ____________________________________________________

NOMBRE de LA RBHA: ___________________________ ID de la agencia o proveedor: ___________

Fuente de Programa/Fondo: SMI No - SMI (GMH o SA)

El Estado de Elegibilidad del Cliente: TXIX TXXI ID de la encuesta: _________________

Encuesta tomada en: Casa Clínica Por teléfono Cliente inscrito en DDD: Si_____ No_____

ENCUESTA DE SERVICIOS PARA ADULTOS QUE RECIBIERON SERVICIOS DURANTE EL AÑO 2012

Por favor ayúdenos a mejorar nuestro programa completando ésta revisión sobre los servicios que usted ha recibido en los últimos seis meses. Estamos interesados en su opinión honesta. Todas las respuestas serán tratadas como confidenciales. Cualquier información personal será excluida en la presentación de los resultados ésta encuesta. Sus servicios actuales y/o futuros no se verán afectados si usted decide no participar en ésta encuesta. Si usted ha tomado ya ésta encuesta en los meses de abril o mayo de 2012, no tiene que completarla otra vez. Después de que usted haya finalizado, por favor doble la hoja y deposítela en la caja de encuestas, antes de usted salga de la oficina hoy. Gracias.

Use pluma o lápiz Por favor rellene las burbujas completamente con sus respuestas a las siguientes preguntas: Información acerca de la persona que recibe los servicios: Edad: _______ Sexo: Masculino Femenino Pertenencia étnica: Hispano o Latino No Hispano o Latino Por favor compruebe todas las categorías de raza aplicables Raza: Blanco Negro/Africano Americano Asiático Nativo Americano / Nativo de Alaska Nativo de Hawai/Isleño del Pacífico ¿Por cuánto tiempo ha estado recibiendo servicios de salud mental y/o de abuso de sustancias? (de cualquier proveedor )

0 - 6 meses 7 - 11 meses 1 - 2 años 3 - 5 años más de 5 años Sobre la persona que completa ésta encuesta: Soy la persona que directamente recibe servicios: Sí No

Si no, por favor marque la relación con la persona que recibe directamente servicios:

Padre/Guardián Amigo Pariente (Tío, Tía, Primo, Abuelo, etc.) Otro


THIS SECTION MUST BE COMPLETED BY T/RBHA OR PROVIDER!

Name of Service Agency: ____________________________________________________________________ T/RBHA NAME: ________________________ Facility ID:_______________ Client’s Entitlement Status: TXIX TXXI Survey ID: ____________________________

Survey completed at: Home Clinic By Phone Client enrolled in DDD: Yes ______ No ______

YEAR 2012 YOUTH SERVICES SURVEY FOR FAMILIES

Please help us improve our program by completing this survey about the services you have received in the last six months. We are interested in your honest opinion. All responses will be treated as confidential. Any personal information will be excluded in the presentation of the survey results. Your child and family’s current and/or future services will not be affected if you decide not to participate in this survey. If you have already taken this survey in the months of April or May 2012, then you do not need to complete it again. After you have completed the survey, please fold and drop it in the survey box before you leave the office today. Thank you.

Use Pen or Pencil Please fill in the bubbles completely with your answers to the following questions:

Information about the Person Receiving Services:

Child’s Age:

Child’s Sex: Male Female Child’s Ethnicity: Hispanic or Latino Not Hispanic or Latino Please check all applicable race categories: Child’s Race: White Black/African American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander How long has your child been receiving mental health and/or substance abuse services? (from this provider)

0 - 6 months 7 - 11 months 1 - 2 years 3 - 5 years more than 5 years

Please check your relationship with the child: Parent/Guardian Friend Relative (Uncle, Aunt, Cousin, Grandparent, etc.) Other Does your family have a Child and Family Team? Yes No


Por favor siéntase libre de usar el espacio proporcionado abajo para comentar sobre cualquiera de sus respuestas. También, si hay áreas que no fueron cubiertas por éste cuestionario que usted siente deberían haber sido incluidas, por favor escríbalas en la sección de comentarios. Gracias por su tiempo y cooperación en completar éste cuestionario.

Por favor escriba cualquier otro comentario que usted quiera compartir:

Gracias por completar éste cuestionario.

PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY Please help our agency make services better by answering some questions about the services your child received OVER THE LAST 6 MONTHS. St

rong

ly

Agr

ee

Agr

ee

I am

N

eutr

al

Dis

agre

e

Stro

ngly

D

isag

ree

Not

A

pplic

able

1. Overall, I am satisfied with the services my child received. 2. I helped to choose my child’s services. 3. I helped to choose my child’s treatment goals. 4. The people helping my child stuck with us no matter what. 5. I felt my child had someone to talk to when he/she was troubled. 6 I participated in my child’s treatment. 7. The services my child and/or family received were right for us. 8. The location of services was convenient for us. 9. Services were available at times that were convenient for us. 10. My family got the help we wanted for my child. 11. My family got as much help as we needed for my child. 12. Staff treated me with respect. 13. Staff respected my family’s religious/spiritual beliefs. 14. Staff spoke with me in a way that I understood. 15. Staff were sensitive to my cultural/ethnic background. (For example: values, traditions, beliefs, race, language, etc.)

As a result of the services my child and/or family received: 16. My child is better at handling daily life. 17 My child gets along better with family members. 18. My child gets along better with friends and other people. 19. My child is doing better in school and/or work. 20. My child is better able to cope when things go wrong. 21 I am satisfied with our family life right now. 22. My child is better able to do things he or she wants to do.

As a result of the services my child and/or family received: please answer for relationships with persons other than your mental health provider(s).

23 I know people who will listen and understand me when I need to talk. 24. I have people that I am comfortable talking with about my child’s problems.

25 In a crisis, I would have the support I need from family or friends. 26. I have people with whom I can do enjoyable things. 27. What has been the most helpful thing about the services you and your child received over the last 6 months? ________________________________________________________________________________________________ ________________________________________________________________________________________________ 28. What would improve the services here? _____________________________________________________________ ________________________________________________________________________________________________ ________________________________________________________________________________________________



POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE 44. Desde que comenzó a recibir servicios, el número de días que mi hijo estuvo en la escuela fue…

mayor

el mismo menos

no se aplica (por favor seleccione por qué éste no se aplica)

el niño no tenía un problema con la asistencia antes de los servicios iniciales

el niño es demasiado joven para estar en la escuela

el niño fue expulsado de la escuela el niño está siendo enseñado en la casa el niño abandonó la escuela Otro 45. ¿Ha sido su hijo arrestado durante los 12 meses pasados? Sí No 46. ¿Estuvo arrestado su hijo durante los 12 meses antes a ésto? Sí No

47. Durante el año pasado, los incidentes de su niño con la policía…

han disminuido (por ejemplo, no ha sido arrestado, molestado por la policía, llevado por la policía a un refugio o programa de crisis)

han sido igual han aumentado no aplicable ( no tuvo ningún encuentro con

policía éste año o el año pasado) 48. ¿Fue expulsado su niño o suspendido de la escuela durante los 12 meses pasados? Sí No

49. ¿Fue expulsado su niño o suspendido de la escuela durante los 12 meses antes de esto? Sí No

50. Durante el año pasado, el número de días mi niño fue a la escuela era…

mayor el mismo menos no se aplica (por favor seleccione por qué

éste no se aplica) El niño no tenía un problema con la asistencia antes de servicios iniciales El niño es demasiado joven para estar en la escuela El niño fue expulsado de la escuela El niño está siendo enseñado en la casa El niño abandonó la escuela

Otro



State-added Questions: Stro

ngly

A

gree

Agr

ee

I am

N

eutr

al

Dis

agre

e

Stro

ngly

D

isag

ree

Not

A

pplic

able

29. In creating my child’s service plan our cultural preferences were included. (For example: values, traditions, beliefs, race, language, etc.)

30. Services were provided in a language my child understood. 31. In creating my child’s service plan our tribal customs and beliefs were included. (For example: being asked to participate in traditional healing practices.) If you do not participate in tribal customs, please mark Not Applicable.

Please answer the following questions to let us know how your child is doing. 32. Is your child currently living with you? Yes No 33. Has your child lived in any of the following places in the last 6 months? (CHECK ALL THAT APPLY)

With one or both parents With another family member Foster home Therapeutic foster home Crisis shelter Homeless shelter Group home Residential treatment facility Hospital Local jail or detention facility State correctional facility Runaway/homeless/on the streets Other (describe):________________________________________________________________________________

34. In the last year, did your child see a medical doctor (or nurse) for a health check up or because he/she was sick? (Check one)

Yes, in a clinic or office Yes, but only in a hospital emergency

room No Do not remember

35. Is your child on medication for emotional/behavioral problems? Yes No 36. If yes, did the doctor or nurse tell you and/or your child what side effects to watch for? Yes No

37. Is your child still getting services from this provider? Yes No 38. How long did your child receive services from this provider? Less than 1 month 1-5 Months 6 months to 1 year More than 1 year (skip to Question 45) 39. Was your child arrested since beginning to receive mental health services? Yes No

40. Was your child arrested during the 12 months prior to that? Yes No 41. Since your child began to receive mental health services, have their encounters with the police…

been reduced (for example, they have not been arrested, hassled by the police, taken by police to a shelter or crisis program)

stayed the same increased

not applicable (They had no police encounters this year or last year)

42. Was your child expelled or suspended from school since beginning services? Yes No

43. Was your child expelled or suspended from school during the 12 months prior to that? Yes No




Pregunta adicional del estado: Muy

De

acue

rdo

De

acue

rdo

Neu

tro

En

desa

cuer

do

Muy

en

desa

cuer

do

No

Apl

ica

29. En la creación del plan de servicios de mi hijo, nuestras preferencias culturales fueron incluidas. (Por ejemplo; mis valores, tradiciones, creencias, raza, lenguaje, etc.).

30. Los servicios fueron proporcionados en un lenguaje que mi hijo entendiera. 31. En la creación del plan de servicios de mi hijo nuestras tradiciones y creencias tribales fueron incluidas (Por ejemplo: se nos preguntó si queríamos participar en sesiones de sanación tradicional). Si usted no participa de las tradiciones tribales, por favor marque la opción "No aplica".

Por favor conteste las siguientes preguntas, para informarnos acerca de cómo va su hijo. 32. ¿Vive actualmente su hijo con usted? Sí No 33. ¿Ha vivido su hijo en cualquiera de los siguientes sitios en los últimos 6 meses? (MARQUE TODAS LAS QUE APLICAN)

Con uno o ambos padres Con otro miembro de familia Familia adoptiva Familia adoptiva terapéutica Refugio de crisis Refugio para los sin hogar Casa de Grupo Centro de tratamiento Hospital Cárcel local o instalación de

detención Instalación correccional Escapó/o vive en las calles

Otro (describa)

34. ¿Durante el año pasado, visitó su hijo un médico (o enfermera) para un control de salud o porque él/ella estaba enfermo? (Elija una de las opciones)

Sí, en una clínica o oficina Sí, pero sólo en un cuarto de emergencia

de hospital No No recuerdo

35. ¿Está su hijo tomando medicamentos para problemas de conducta / emocionales? Sí No

36. ¿Si la respuesta es afirmativa, responda si el médico o la enfermera le explicaron con qué clase de efectos secundarios debe estar alerta?

Sí No

37. ¿Todavía está su hijo recibiendo servicios de éste proveedor? Sí No

38. ¿Por cuánto tiempo recibió su hijo servicios de éste proveedor?

Menos de 1 mes 1-5 Meses 6 Meses a 1 año Más de 1 año (vaya a la pregunta 45)

39. ¿Ha sido su hijo arrestado desde que comenzó a recibir servicios de salud mental? Sí No

40. ¿Estuvo arrestado su hijo durante los 12 meses anteriores a ésto? Sí No

41. Desde que su hijo comenzó a recibir servicios de salud mental, los incidentes con la policía...

han disminuido (por ejemplo, no ha sido arrestado, molestado por la policía, llevado por la policía a un refugio o programa de crisis)

han sido igual han aumentado

no aplicable (no tuvo ningún incidente con la policía éste año o el año pasado)

42. ¿Ha sido su hijo expulsado o suspendido de su escuela desde que comenzó a recibir los servicios? Sí No

43. ¿Fue su hijo expulsado o suspendido de su escuela durante los 12 meses anteriores a ésto? Sí No

PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 44. Since starting to receive services, the number of days my child was in school is…

greater

about the same less

does not apply (please select why this does not apply)

child did not have a problem with attendance before starting services

child is too young to be in school child was expelled from school child is home schooled child dropped out of school

Other:

45. Was your child arrested during the last 12 months? Yes No 46. Was your child arrested during the 12 months prior to that? Yes No 47. Over the past year, have your child’s encounters with the police… been reduced (for example, they have

not been arrested, hassled by the police, taken by police to a shelter or crisis program)

stayed the same increased

not applicable (They had no police encounters this year or last year)

48. Was your child expelled or suspended from school during the last 12 months? Yes No

49. Was your child expelled or suspended from school during the 12 months prior to that? Yes No

50. Over the last year, the number of days my child was in school is… greater about the same less does not apply (please select why this

does not apply) child did not have a problem with attendance before starting services child is too young to be in school child was expelled from school child is home schooled child dropped out of school Other:



Por favor ayude a nuestra agencia a mejorar los servicios, contestando algunas preguntas sobre los servicios que su niño recibido DURANTE LOS ÚLTIMOS 6 MESES. M

uy D

e ac

uerd

o

De

acue

rdo

Neu

tro

En

desa

cuer

do

Muy

en

desa

cuer

do

No

Apl

ica

1. En general, estoy satisfecho con los servicios que mi hijo recibió. 2. Ayudé elegir los servicios de mi hijo. 3. Ayudé elegir los objetivos de tratamiento de mi hijo. 4. La gente que ayuda a mi hijo nos apoyó sin falta. 5. Sentí que mi hijo tenía a alguien para dirigirse cuando estaba preocupado. 6. Participé en el tratamiento de mi hijo. 7. Los servicios que mi hijo y/o la familia recibieron fueron los apropiados para nosotros.

8. La ubicación de los servicios fue conveniente para nosotros. 9. Los servicios estuvieron disponibles en momentos en que fue conveniente para nosotros.

10. Mi familia recibió la ayuda que estábamos buscando para mi hijo. 11. Mi familia recibió tanta ayuda como necesitábamos para mi hijo. 12. El personal me trató con respeto. 13. El personal respetó las creencias religiosas/espirituales de mi familia. 14. El personal habló conmigo de tal forma que entendí. 15. El personal fue respetuoso de mis raíces culturales/étnicas. (Por ejemplo: mis valores, tradiciones, creencias, raza, lenguaje, etc.).

Como resultado de los servicios que mi niño y/o la familia recibieron: 16. Mi hijo maneja de forma más eficaz los problemas diarios. 17. Mi hijo se lleva mejor con los otros miembros de la familia. 18. Mi hijo se lleva mejor con los amigos y otras personas. 19. A mi hijo le va mejor en la escuela y/o el trabajo. 20. Mi hijo está más dispuesto a enfrentar las situaciones difíciles. 21. Estoy satisfecho con nuestra vida familiar actualmente. 22. Mi hijo es más capaz de hacer las cosas que quiere hacer.

Como resultado de los servicios que mi niño y/o la familia recibieron: por favor responda basado en las relaciones con personas diferentes de su proveedor(es) de salud mental. 23. Conozco gente que escuchará y me entenderá cuando necesito

hablar.

24. Tengo personas con las que me siento cómodo hablando acerca del problema de mi hijo.

25. En una crisis, yo tendría el apoyo que necesito de mi familia o amigos. 26. Cuento con personas con quienes puedo hacer cosas agradables. 27. ¿Cuál ha sido la cosa más provechosa sobre los servicios usted y su hijo recibieron durante los 6 meses pasados?

28. ¿Qué mejoraría los servicios aquí?

Please feel free to use the space provided below to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please write them in the comments section. Thank you for your time and cooperation in completing this questionnaire.

Thank you for completing this questionnaire.

Please list any other comments you may want to share: ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________

¡¡ESTA SECCIÓN DEBE SER COMPLETADA POR LA RBHA O EL PROVEEDOR!!

Nombre de Agencia de Servicio __________________________________________ NOMBRE de la RBHA: __________________ ID de agencia o proveedor: _____________ El Estado de Elegibilidad del Cliente: TXIX TXXI ID de la encuesta: ___________________ Encuesta tomada en : Casa Clínica Por teléfono Cliente inscrito en DDD: Si____ No_____

ENCUESTA PARA FAMILIAS DE JÓVENES QUE RECIBIERON

SERVICIOS DURANTE EL AÑO 2012 Por favor ayúdenos a mejorar nuestro programa completando ésta encuesta sobre los servicios que usted ha recibido en los últimos seis meses. Estamos interesados en su opinión honesta. Todas las respuestas serán tratadas como confidenciales. Cualquier información personal será excluida en la presentación de los resultados de ésta encuesta. Los servicios actuales y/o futuros de su hijo(a) o la familia no se verán afectados si usted decide no participar en esta encuesta. Si usted ha tomado ya esta encuesta en los meses de abril o mayo de 2012, no tiene que completarla otra vez. Después de que usted haya finalizado, por favor doble la hoja y deposítela en la caja de encuestas, antes de usted salga de la oficina hoy. Gracias.

Use pluma o lápiz

Por favor rellene las burbujas completamente con sus respuestas a las preguntas siguientes:

Información acerca de la persona que recibe los servicios:

La Edad del Niño:

El Sexo del Niño: Masculino Femenino La Pertenencia étnica del Niño Hispano o Latino No Hispano o Latino Por favor compruebe todas las categorías de raza aplicables: La Raza del Niño: Blanco Negro/Africano Americano Asiático Nativo Americano / Nativo de Alaska Nativo de Hawai/Isleño del Pacífico ¿Por cuánto tiempo ha estado su hijo recibiendo servicios de salud mental y/o de abuso de sustancias? (De éste proveedor)

0 - 6 meses 7 - 11 meses 1 - 2 años 3 - 5 años más de 5 años

Por favor indique su relación con el niño: Padre/Guardián Amigo Pariente (Tío, Tía, Primo, Abuelo, etc.) Otro ¿Tiene su familia un Equipo del Niño y la Familia? Sí No


NARBHA 2012 Consumer Satisfaction Survey Report - · PDF fileB. Response Rates ... The third...

Documents

Transcript of NARBHA 2012 Consumer Satisfaction Survey Report - · PDF fileB. Response Rates ... The third...