St. Joseph’s Care Group
Client Satisfaction Survey 2019
December 2018 1
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 2 Table of Contents Executive Summary 3 Introduction & Overview 4 The Survey............................................................................................................................. 4 Survey Distribution 5 Response Rate 7 Demographic Information........................................................................................................... 8 Question 1: Length of Stay 8 Question 2: Client’s Age Group .............................................................................................. 9 Question 3: Client’s Gender 10 Question 4: Respondent Type 11 Question 5: Cultural Background...........................................................................................12 Questions 6 & 7: Language 13 Satisfaction Results 14 Question 8: Courtesy & Respect............................................................................................14 Question 9: Listening 15 Question 10: Involvement 16 Question 11: Understanding Explanations 17 Question 12: Cultural Support 18 Question 13: Quality of Care .................................................................................................19 Question 15: Cleanliness 20 Question 16: Food 21 Question 17: Other Supports.................................................................................................22 Question 18: Recommend to Others 23 Two-Year Comparison 24 Corporate Total .....................................................................................................................24 Seniors’ Health 25 Addictions & Mental Health....................................................................................................26 Rehabilitative Care 27 Indigenous Experience 28 Comments ................................................................................................................................28 Seniors’ Health 29 Addictions & Mental Health 31 Rehab & Chronic Disease .....................................................................................................33 Appendix A: Cover Letters & Survey 35 Appendix B: Survey Numbers & Response Rates.....................................................................39 Appendix C: Demographic Details 42 Appendix D: Satisfaction Responses 44 Appendix E: Scores 2015-2019.................................................................................................48
Executive Summary
The annual St. Joseph’s Care Group client satisfaction survey was distributed to clients accessing services between September 16 and November 11, 2019 Both clients and family members/ substitute decision makers were encouraged to respond. The survey comprised seven questions to gather basic demographic information followed by 12 satisfaction questions. In total 2630 surveys were distributed and 1653 returned (62.9%)
Based on the top two positive response options:
97%Felt respected
67% Positively rated Food quality
94% Said staff listened
93% Rated the quality of care as good or excellent
96%Saw the facilities as clean
94%Felt culturally supported
90% Felt involved in their care 96%Would recommend their program to others
86% Were helped to access other supports
96% Had things explained in a way they understood
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 3
Introduction & Overview
St. Joseph’s Care Group (SJCG) provides programs and services at seven different sites, including: Balmoral Centre, Behavioural Sciences Centre, Hogarth Riverview Manor, St. Joseph’s Health Centre, St. Joseph’s Heritage, St. Joseph’s Hospital, and Sister Margaret Smith Centre SJCG’s broad service areas are Seniors’ Health; Mental Health and Addiction Services; and Rehabilitative Care. To examine client satisfaction across all programs at SJCG, a corporate-wide client satisfaction survey was developed in 2009 by the Client Satisfaction Survey Committee.
The Survey
The 2019 corporate survey comprises 19 items. The first seven items capture basic demographic information: length of time receiving services, age group, gender, whether the respondent was a client or a family member/substitute decision maker, cultural background, and two questions regarding language. The remaining 12 items ask for respondents’ opinions regarding the services they received. Ten of these items are questions for which respondents had a choice of four options ranging from 1 (the lowest score) to 4 (the highest score). Respondents are given the option of “not applicable” for questions about food, cleanliness of the facility, and whether staff helped them access services outside of the program. The other two items are open-ended for respondents to provide feedback regarding specific improvements to quality of care, as well as overall comments and suggestions.
No major revisions were made from the 2018 survey.
Please see Appendix A for a copy of the survey.
The survey was made available in English, Oji-Cree syllabics, French, Italian, and Finnish
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 4
Survey Distribution
In July, 2019, the Centre for Applied Health Research (CAHR) contacted managers to determine their programs’ requirements for the survey period. Where possible, managers were provided with previous years’ distribution rates to assist with these estimates.
In all areas except long-term care, managers received paper-based survey kits one week prior to the beginning of the survey period. These kits included the following for each program area:
English survey packages (comprising a cover letter, survey, return envelope, and prize ballot)
A translation pack (including a minimum of one survey package in each of Oji-Cree syllabics, French, Italian, and Finnish)
Collection envelopes
A tracking form
Respondents were offered the option of completing the survey electronically. The web address was provided in the cover letter that accompanied the survey. The online survey was available in English, Oji-Cree syllabics, French, Italian, and Finnish
Each program determined the most appropriate manner to distribute the survey to clients. For example, some surveys were hand delivered to inpatients while others were distributed during client appointments at SJCG facilities or in the community. Some programs mailed surveys to clients or family members (stamped, addressed envelopes were provided upon request so that completed surveys could be mailed back to the CAHR at no cost to the respondent) Managers were also offered the opportunity to have trained volunteers meet with clients to complete the survey. Upon completing their survey, respondents were asked to seal it in the envelope provided, which was then returned to the CAHR.
Within long-term care, distribution processes changed this year HRM and Bethammi initially offered only electronic surveys A decision was also made to change survey eligibility. First, only cognitively intact residents (with a score of 0 or 1 on the Cognitive Performance Scale of the interRAI assessment tool) were approached by volunteers to complete a survey using an iPad. Second, every resident’s power of attorney (POA; typically a family member who serves as the
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 5
resident’s decision maker) was mailed an invitation to complete the survey online; this approach differed from previous years where surveys were only made available to the resident OR their POA. POA response rates were initially low, prompting the decision to mail paper surveys to all POAs, and extend their deadline by four weeks. Given these changes within long-term care, it may be difficult to compare this year’s results (including response rates) to that of previous years.
For the total number of surveys distributed by each program, please see Appendix B
All program areas were provided with posters and tent cards to assist with promotion of the survey. Prior to the survey being distributed to clients, information about the survey was provided in iNsider News to inform staff about the survey process To further bolster response rates, respondents were also eligible to win one of three $100 gift cards to Intercity Shopping Centre or the Thunder Bay Community Auditorium via paper or electronic ballots (unlinked to survey responses) All ballots were directed to Communications & Engagement for random drawing and distribution of the prizes.
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 6
Response Rate
In total, 1653 surveys were completed, representing a corporate response rate of 62.9%. There was one survey each completed in French, Italian, and Finnish. None were completed in Oji-Cree. Eleven surveys were completed online. The table below provides information on the number of completed surveys returned by each division (see Appendix B for the number of surveys returned from each program).
Number of Surveys Returned:
The graph below illustrates trends in response rates overall and by division over the past five years.
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 7
Number % Seniors' Health 496 60.7% Addictions & Mental Health 563 67.3% Rehabilitative Care 594 60.9% TOTAL 1653 62.9%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2015 2016 2017 2018 2019
Demographic Information
Respondents were asked to provide some basic demographic information. Numbers are based on complete responses. See Appendix C for further details.
Question 1: Length of Stay
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 8
1.4% 11.9% 10.2% 62.2% 14.3% 0% 20% 40% 60% 80% 100% < 1 month 1-6 months 7-12 months 1-5 years > 5 years
11.7% 24.0% 16.0% 26.8% 21.5% 0% 20% 40% 60% 80% 100%
19.2% 25.4% 8.8% 26.8% 19.8% 0% 20% 40% 60% 80% 100%
11.3% 20.9% 11.7% 37.5% 18.7% 0% 20% 40% 60% 80% 100% TOTAL
Question 2: Client’s Age Group
Seniors' Health
& Mental Health
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 9
0.2% 0.4% 3.5% 8.5% 27.0% 60.4% 0% 20% 40% 60% 80% 100% < 15 15 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 75 to 84 85+
1.3% 15.2% 21.6% 14.3% 17.8% 18.5% 9.6% 1.6% 0.2% 0% 20% 40% 60% 80% 100%
1.7% 1.7% 2.0% 2.4% 9.2% 17.6% 25.6% 23.4% 16.4% 0% 20% 40% 60% 80%
1.0% 5.8% 8.1% 5.8% 9.5% 13.7% 15.1% 17.1% 24.0% 0% 20% 40% 60% 80% 100% TOTAL
Addictions
100% Rehabilitative Care
Question 3: Client’s Gender
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 10
28.6% 71.2% 0.2% 0% 20% 40% 60% 80% 100% Male Female Other Gender Identity Seniors' Health 40.7% 56.8% 2.5% 0% 20% 40% 60% 80% 100%
48.6% 51.4% 0% 20% 40% 60% 80% 100% Rehabilitative Care 40.0% 59.1% 0.9% 0% 20% 40% 60% 80% 100% TOTAL
Addictions & Mental Health
Question 4: Respondent Type
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 11
55.0% 45.0% 0% 20% 40% 60% 80% 100% Client Family/Substitute Decision Maker
96.5% 3.5% 0% 20% 40% 60% 80% 100%
82.4% 17.6% 0% 20% 40% 60% 80% 100%
78.9% 21.1% 0% 20% 40% 60% 80% 100% TOTAL
Question 5: Cultural Background
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 12 White, 87.7% Indigenous, 11.0% Other, 1.3%
First Nation, 8.3% Métis, 0.9% MultiCultural Indigenous, 1.9% Black, 0.2% Latin/ Hispanic, 0.1% Asian, 0.1% Other, 0.7% MultiCultural NonIndigenous, 0.2%
Questions 6 & 7: Language
Q. In what language are you most comfortable receiving healthcare services?
From the 36 (1.8%) of respondents who selected a language other than English:
Q. Did you have access to someone who could explain what you needed to know about your (or your family member’s) care in a language in which you are comfortable?
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 13
English, 98.2% French, 0.2% Indigenous, 0.6% Italian, 0.2% Finnish, 0.2% Other, 0.5% Yes, a healthcare provider, 39.3% Yes, a person close to me, 46.4% No, 10.7% I do not know, 3.6% TOTAL
Satisfaction Results
See Appendix D for further details.
Question 8: Courtesy & Respect
How often did staff treat you with courtesy and respect?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 14
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.72 3.75 3.84 3.77
TOTAL Never, 0.2% Never, 2.2% Never, 1.5% Never, 1.4% Sometimes, 3.1% Sometimes, 2.4% Sometimes, 1.0% Sometimes, 2.1% Usually, 21.4% Usually, 14.1% Usually, 9.8% Usually, 14.8% Always, 75.3% Always, 81.4% Always, 87.7% Always, 81.8%
Question 9: Listening
How often did staff listen carefully to you?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 15
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.53 3.69 3.75 3.67
Never, 0.4% Never, 0.5% Never, 0.2% Never, 0.4% Sometimes, 9.0% Sometimes, 4.1% Sometimes, 3.1% Sometimes, 5.2% Usually, 27.3% Usually, 20.6% Usually, 18.2% Usually, 21.7% Always, 63.3% Always, 74.7% Always, 78.6% Always, 72.7%
Question 10: Involvement
How often did staff involve you in planning your (or your family member’s) care?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 16
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.34 3.66 3.66 3.56
Never, 3.1% Never, 1.1% Never, 2.1% Never, 2.1% Sometimes, 13.2% Sometimes, 5.3% Sometimes, 5.3% Sometimes, 7.7% Usually, 30.2% Usually, 19.7% Usually, 17.4% Usually, 22.1% Always, 53.5% Always, 73.9% Always, 75.2% Always, 68.2%
Question 11: Understanding Explanations
How often did staff explain things in a way you could understand?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 17
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.63 3.73 3.78 3.72
Never, 0.8% Never, 0.5% Never, 0.5% Never, 0.6% Sometimes, 5.4% Sometimes, 2.7% Sometimes, 2.6% Sometimes, 3.5% Usually, 23.7% Usually, 19.9% Usually, 14.8% Usually, 19.2% Always, 70.1% Always, 76.8% Always, 82.1% Always, 76.7%
Question 12: Cultural Support
How often did staff provide an environment that is supportive of your cultural background?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 18
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.60 3.69 3.81 3.71
Never, 3.9% Never, 2.6% Never, 1.6% Never, 2.7% Sometimes, 2.6% Sometimes, 4.5% Sometimes, 2.2% Sometimes, 3.1% Usually, 23.0% Usually, 14.0% Usually, 10.0% Usually, 15.2% Always, 70.5% Always, 78.9% Always, 86.2% Always, 79.0%
Question 13: Quality of Care
How would you rate the overall quality of the care you (or your family member) have received?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 19
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.31 3.67 3.78 3.60
Poor, 1.6% Poor, 0.9% Poor, 0.8% Fair, 12.7% Fair, 4.3% Fair, 2.7% Fair, 6.3% Good, 38.4% Good, 21.9% Good, 17.0% Good, 25.1% Excellent, 47.3% Excellent, 72.9% Excellent, 80.3% Excellent, 67.8%
Question 15: Cleanliness
How would you rate the cleanliness of the building?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 20
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.47 3.73 3.67 3.63
Poor, 2.0% Poor, 0.5% Poor, 0.8% Fair, 5.5% Fair, 1.8% Fair, 2.0% Fair, 3.0% Good, 35.9% Good, 21.7% Good, 29.3% Good, 28.7% Excellent, 56.6% Excellent, 75.9% Excellent, 68.8% Excellent, 67.5%
Question 16: Food
How would you rate the overall quality of the food?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 21
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 2.45 3.07 3.22 2.82
Poor, 18.1% Poor, 7.8% Poor, 1.4% Poor, 10.8% Fair, 31.6% Fair, 14.4% Fair, 12.9% Fair, 22.0% Good, 37.3% Good, 40.7% Good, 48.3% Good, 41.3% Excellent, 13.0% Excellent, 37.0% Excellent, 37.4% Excellent, 25.9%
Question 17: Other Supports
Did staff help you to access other services and supports available, whether with St. Joseph’s Care Group or in the community (for example, housing, dental services, mental health services, caregiver supports)?
Seniors' Health Addictions & Mental Health
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 22
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.16 3.53 3.60 3.44
Rehabilitative
TOTAL No definitely not, 7.5% No definitely not, 2.0% No definitely not, 2.3% No definitely not, 3.8% No I do not think so, 19.1% No I do not think so, 6.7% No I do not think so, 7.5% No I do not think so, 10.7% Yes I think so, 23.2% Yes I think so, 27.4% Yes I think so, 18.2% Yes I think so, 23.3% Yes definitely, 50.1% Yes definitely, 63.9% Yes definitely, 72.0% Yes definitely, 62.2%
Care
Question 18: Recommend to Others
Would you recommend the program to others?
Seniors' Health
Addictions & Mental Health
Rehabilitative Care
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 23
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.40 3.71 3.83 3.66
No definitely not, 3.2% No definitely not, 0.7% No definitely not, 0.5% No definitely not, 1.4% No I do not think so, 6.9% No I do not think so, 2.3% No I do not think so, 0.7% No I do not think so, 3.1% Yes I think so, 36.3% Yes I think so, 22.0% Yes I think so, 14.4% Yes I think so, 23.4% Yes definitely, 53.5% Yes definitely, 74.9% Yes definitely, 84.4% Yes definitely, 72.1%
Corporate
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 24
Two-Year Comparison
Planning
Explanations Cultural Support Quality of Care Cleanliness Food Other Supports Recommend to Others *Also see Appendix E: 2015-2019 Scores 3.74 3.59 3.46 3.62 3.57 3.55 3.61 3.03 3.32 3.62 3.77 3.67 3.56 3.72 3.71 3.60 3.63 2.82 3.44 3.66 2018 2019
Total Courtesy & Respect Listening Involvement with
Understanding
Two-Year Comparison
Seniors’ Health
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 25
Courtesy & Respect Listening Involvement with Planning Understanding Explanations Cultural Support Quality of Care Cleanliness Food Other Supports Recommend to Others 3.59 3.35 3.10 3.38 3.23 3.22 3.48 2.77 2.85 3.35 3.72 3.53 3.34 3.63 3.60 3.31 3.47 2.45 3.16 3.40 2018 2019
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 26
Comparison
Mental
& Respect Listening Involvement with Planning Understanding Explanations Cultural Support Quality of Care Cleanliness Food Other Supports Recommend to Others 3.76 3.69 3.66 3.70 3.69 3.68 3.76 3.37 3.64 3.73 3.75 3.69 3.66 3.73 3.69 3.67 3.73 3.07 3.53 3.71 2018 2019
Two-Year
Addictions &
Health Courtesy
Two-Year Satisfaction Trending
Rehabilitative Care
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 27
Courtesy & Respect Listening Involvement with Planning Understanding Explanations Cultural Support Quality of Care Cleanliness Food Other Supports Recommend to Others 3.86 3.74 3.65 3.78 3.77 3.77 3.63 3.24 3.56 3.77 3.84 3.75 3.66 3.78 3.81 3.78 3.67 3.22 3.60 3.83 2018 2019
Indigenous Experience
Statistical regression was used to estimate differences in satisfaction for Indigenous respondents, while controlling for other factors such as program, gender, and age. Mean differences (in comparison to non-Indigenous respondents on a four-point scale) are illustrated below. Note that some differences are statistically significant (dark purple; in other words, we can rule out that the results are due to chance) while others are not statistically significant (light purple; we cannot rule out that the results are due to chance).
Courtesy & Respect
Listening
Involvement with Planning
Understanding Explanations
Cultural Support
Quality of Care
Cleanliness
Food
Other Supports
Recommend to Others
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 28
-0.042 -0.072 -0.046 -0.092 -0.296 -0.088 0.026 0.157 -0.096 -0.033 - (poorer) + (better) Statistically significant (p<.05) Not statistically significant
Comments
Seniors’ Health
267 respondents (53.8%) provided 338 comments:
+/- Theme
- Staffing
- Food & Dining
Sample Comments
Short staffed; More consistent staff needed; Staff need to work smarter not harder; Changeover in management; Constant turnover of staff; Management should be on the floor; PSWs overworked and underpaid; Ratio of staff to residents significantly out of balance; Better supervision needed; Absenteeism of staff a problem; More volunteers needed; Need to differentiate (name tags?) between different staff (PSWs, Nurses, Head Nurse); More male PSWs
Since the new food provider came in, the quality and selection of food is extremely poor; Better organization in kitchen; Since the meal plan change the food is not as good; Running out of food; Rushed; Unappealing; Not nutritious; Processed; Residents need more time to eat; Terrible; Poor presentation; Small portion sizes; Awful was there a change in vendor?; Overcooked; Too much salt; Difficult to chew; Not enough variety; Cold
- Quality of Care
Products, Programs & Services
Staff not following the care plan; Care plan changing without family/POA consent; Ignoring disruptive residents; Change diapers more often; Don’t let residents sit in soiled diapers; More attention to hygiene; More time/interaction with residents; More time for baths; Residents denied use of toilet; Concerns about privacy and confidentiality; More assistance with activities of basic living; Long response times for call bell; Neglect; Care not as good on weekends; Risk of falls
Physiotherapy cut back/unavailable; Items missing in laundry; More activities geared to limitations; More opportunities for socialization; Poor quality of incontinence products; More music and crafts; Need more occupational therapy; Activities are only for those who can ask for help
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 29
Ranking
# 2019 2018
98 1 1
66 2▲ 3
55 3▼ 2
42 4▲ 5 + Positive Feedback - Areas for Improvement
+ Quality of Care
to be included; Better access to social worker; Not enough outings; Watch too much TV; Bring back bingo; Would like optical services on site; Bored with nothing to do
Quality of care is very good; Keep up the good work in care; Thank you for peace of mind; Very happy here; Keep doing what you’re doing
- Environment
- Communication
Snow removal, sanding needs to be better; weeding/grass maintenance is poor; Clear trash outside building; Gardens need care; Cigarette butts should be cleaned up; Doors not secure; Poor heat regulation/air quality/ventilation; Smells from soiled laundry; Make improvements to fire plan; Not enough accessible parking; Institutional feeling; Dirty; Aggressive clients cause safety issue; Need more access to fresh air; Private meeting areas needed; Unsanitary
Improve communication re: changing staff; No results or instructions from doctors in file; Doctors difficult to contact; Broken promises to fix the problems; Management needs to communicate with staff to identify problems; Listen to feedback; No follow-up; Poor communication between shifts; Need a “point person” for all aspects of loved one’s care; No resolutions to concerns
on cell
+ Staff Attitudes/ Training
I love the staff; Staff do their best; Most staff do their work with a smile on their face and a pleasant and caring attitude toward the residents; Friendly and courteous; PSWs very prompt; Dedicated and compassionate
Have open houses; Pair residents with like clients (i.e., physical/intellectual); Concerned with continued 3rd party management; Paint floors different colours so residents can recognize them; More wheelchairs available at entrance; More people should attend residents’ council; Cost; Lost & found should be more accessible
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 30
42 5▼ 4
34 6▲ 7
32 7▲ 10Staff Attitudes & Training Staff need to speak more clearly;
phones or socializing; No patience; Better training for working with clients with dementia 21 8 8
Staff
19 9▼ 6 + Environment Beautiful building; Grounds beautiful 4 10▼ 9 + Programs & Services Happy with recreation; Good entertainment 3 11 11 Other
20
Addictions & Mental Health
308 respondents (54.7%) provided 324 comments:
Areas for Improvement
+/- Theme Sample Comments
+ Quality of Care
Access to Care / Staffing
Care beyond expectations; Program has changed/saved my life; I feel like family; Excellent; Very beneficial; Top notch
More frequent support groups; Program should last longer; Wait times too long; Therapist moved to another program without notice; Increase/ expand access to classes; Offer classes over weekends and after hours; Longer sessions; Follow-up sessions to stay on track; More female beds needed; Add child care (especially in the summer); Prefer in-person visit over video conference; More child/youth programs; More psychiatrists; More counselors; Fewer locums to provide consistent care
+ Staff Attitudes, Training, & Communication
Staff Attitudes, Training, & Communication
Friendly; Incredible at motivating and keeping you on track; Understanding and supportive; Staff always follow through with promises; Staff prompt in returning calls; Kind & patient; Staff listen to me; Professional; Welcoming; Confidential; Accepting; Staff provide a safe, supportive environment; Compassionate
Need more patience; Students do not have enough oversight; Doctor was rude; Doctors should not base decisions on student; Better communication between physicians and mental health workers; More electronic methods of contact; Follow through on call backs
Food More
Provide
- Environment
Need better parking; Difficult to access bus; Location not central; Too much paper need more environmentally friendly ways of tracking; Bigger meeting room
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 31
Ranking
# 2019 2019
105 1 1
72 2 2
52 3 3
17 4▲ 5
should be open later;
a lunch room; 15 5▲ 7
-
snacks; Better coffee; Bigger variety of food in the cafeteria; Kitchen
12 6▲ 8 + Positive Feedback -
recreation needed; Need to be more specific to unique individual needs; Smaller groups; Make things more visibly trans/queer friendly; More one-on-one care
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 32 -
Care More
7 7▼ 4 + Environment Beautiful building 2 8▼ 6 Other Good
toilet paper;
time; More family involvement 42
Quality of
receiving services in French; Offer certificates of completion or report cards; Wider range of spirituality; More assertive outreach; Better
Be on
Rehab & Chronic Disease
334 respondents (56.2%) provided 406 comments:
Access to Care / Staffing
Professional and supportive; Helpful; Awesome staff; Excellent doctors; Knowledgeable staff; Staff go above and beyond; Impressed with multidiscipline approach
More physiotherapy; Long call bell wait times; Lack of staff leads to rushing; Hire more staff; More nurses would be helpful; Advise in advance when care providers are changing; Program not long enough; Better continuity of care; Long wait times to access care; Nurses are too busy; Staff pushed to limit; More volunteers
- Environment
Staff Attitudes,
&
- Quality of Care
More parking; Closer parking; More accessible parking; Too cold; Too hot; Better ventilation; Too noisy/bright at night; More modern equipment; Better equipment in the gym; Better roommate matching; More
More cooperation between staff; More supervision for staff; Lack of communication and documentation between staff; Don’t allow staff to use cell phones; More communication about what is being treated and how, and how treatments are progressing; Listen more carefully; Family needs to be better informed
More baths; Involve family more; Better care of client hygiene; Late medication; Be more gentle; More recreation; Better privacy during personal
- Food Food is terrible; More variety; Provide snacks; Not healthy; Used to be better; Vegetarian options needed; Gluten free options needed; Small serving sizes; Unappealing
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 33
Ranking +/-
Sample Comments # 2019 2019 + Quality of Care Quality care; Excellent care; Exemplary; Very helpful program; Top level care 153 1 1 +
Training,
Communication
Theme
Staff Attitudes,
&
84 2▲ 3
38 3▼ 2
security 26 4 4
Training,
Communication
24 5▲ 7
23 6▼ 5
care
14 7▼ 6 + Environment I always feel welcome; Clean 6 8 8 + Positive Feedback
Improvement
- Areas for
much duplicate testing coming from another community; Provide assistance with securing government support; Allow pets; Provide transportation
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 34 Other
38
Too
Appendix A: Cover Letters & Survey
September 16, 2019
Dear Client or Family Member:
St. Joseph’s Care Group is working hard to ensure our clients and their family members receive the best possible service. I would appreciate hearing from you about your experience with our staff and our programs. Your thoughts and ideas will help us improve the care we provide.
Please take a few minutes to complete the survey attached to this letter. I encourage you to answer all questions. You do not have to answer any questions that make you feel uncomfortable.
This survey is confidential and anonymous. All surveys will be sent to the Centre for Applied Health Research at St. Joseph’s Care Group. Your healthcare provider(s) will not see your responses.
Please place your completed survey in the envelope provided and then:
• mail it to the Centre for Applied Health Research, or
• place it in the large ‘survey return’ envelope in your program area, or
• give it to a staff member.
You can complete the survey on-line if you prefer. The survey can be accessed at www.cahr.sjcg.net/survey
The survey is available in English, Finnish, Italian, French and Oji-Cree. Please contact any staff member to obtain a copy of the survey in one of these languages. If you have questions or need help completing the survey, please contact Hillary Maxwell, Research Coordinator, at 343-2431x2107.
By completing the survey, you will have a chance to win a draw for 1 of 3 $100 gift cards to either Intercity Shopping Centre or the Thunder Bay Community Auditorium. A ballot for the draw is included with this survey package. Please complete the ballot and return it to Communications & Engagement at St. Joseph’s Care Group. This can be done by mailing it in, placing it in the return envelope in your program area, or giving it to a staff member. Your ballot cannot be linked to your survey responses.
Thank you for taking the time to complete this survey. I value your ideas and information about your experiences with the Care Group. The results of the survey will be available on the St. Joseph’s Care Group website in early 2020 (www.sjcg.net).
Please return your survey by November 11, 2019.
Sincerely,
ST. JOSEPH’S CARE GROUP
Tracy Buckler, RN, BScN, MHS, CHE President and Chief Executive Officer
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 35
Electronic Survey Only (HRM & Bethammi):
September 16, 2019
Dear Resident or Family Member:
St. Joseph’s Care Group is working hard to ensure our residents and their family members receive the best possible service. We would appreciate hearing from you about your experience with our staff and our programs. Your thoughts and ideas will help us improve the care we provide.
Please take a few minutes to complete the survey on-line. We encourage you to answer all questions. You do not have to answer any questions that make you feel uncomfortable.
This survey is confidential and anonymous. All surveys will be sent to the Centre for Applied Health Research at St. Joseph’s Care Group. Your healthcare provider(s) will not see your responses.
To access the on-line survey, you will need to use the following URL address on your computer: www.cahr.sjcg.net/survey
The on-line survey will require you to select a program/service from a drop down box. The program/service is determined by the unit where the resident is living at [name of home]: [list of unit options]
If you have questions or need assistance with completing the survey on-line, please call [home contact number]. A representative will schedule a time to meet with you at the home and assist in completing the survey between 9 am and 4 pm, Monday to Friday.
By completing the survey, you will have a chance to win a draw for 1 of 3 $100 gift cards to either Intercity Shopping Centre or the Thunder Bay Community Auditorium. An electronic ballot for the draw is included in the online survey. Ensuring anonymity, your ballot cannot be linked to your survey responses.
Thank you for taking the time to complete this survey. We value your ideas and information about your experiences with the Care Group. The results of the survey will be available on the St. Joseph’s Care Group website in early 2020 (www.sjcg.net).
Please complete your survey by November 11, 2019.
Sincerely,
ST. JOSEPH’S CARE GROUP
Lina Johnson, VP Seniors’ Health
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 36
Client Satisfaction Survey
Please read the responses carefully and check the appropriate box for each question. Your answers are confidential.
1
How long have you or your family member been receiving services from St. Joseph’s Care Group? Less than a month 1-6 months 7-12 months 1-5 years More than 5 years
Client’s age group, in years:
2
3
Client’s gender:
Male Female Intersex Trans Two-Spirit Other: ____________________ Prefer not to answer
4 Are you a:
Client Family Member / Substitute Decision Maker
The following question will help us to better understand the communities that we serve. Do you consider yourself (or your family member) to be (select all that apply)*:
5
White (e.g., European, North American) First Nation (Status / nonStatus Indian) Métis Inuk (Inuit) Black (e.g., African, North American, Caribbean)
Prefer not to answer 6
In what language are you most comfortable receiving healthcare services?
English French Indigenous (e.g., Oji-Cree):
Italian Finnish ASL Other:
Did you have access to someone who could explain what you needed to know about your (or your family member’s) care in a language in which you are comfortable?
7
8
Yes, a healthcare provider spoke directly to me in a language in which I am comfortable Yes, an interpreter (in person or over the phone) translated health care information to me in a language in which I am comfortable
Yes, a person close to me (e.g., a family member, friend) translated health care information to me in a language in which I am comfortable
No I do not know
How often did staff treat you with courtesy and respect?
Never
Sometimes Usually Always
January 2020 37
Under 15
15-24
25-34
35-44
45-54 55-64
65-74
75-84
85 and over
Latin / Hispanic
Asian
Other:
*This question is adapted from the Canadian Patient Experiences Survey from the Canadian Institutes of Health Information, the Outpatient Client Experience Survey from Accreditation Canada, and the National Household Survey from Statistics Canada. [Program Name]
Over
did staff listen carefully to you?
How often did staff involve you in planning your (or your family member’s) care?
How often did staff explain things in a way you could understand?
How often did staff provide an environment that is supportive of your cultural background?
How would you rate the overall quality of the care you (or your family member) have received?
What more can we do to improve the quality of care you (or your family member) have received?
would you rate the cleanliness of the building?
Did staff help you to access other services and supports available, whether with St. Joseph’s Care Group or in the community (for example, housing, dental services, mental health services, caregiver supports)?
you recommend the program to others?
Do you have any other comments or suggestions?
January 2020 38 9
Never Sometimes Usually Always 10
How often
Never Sometimes Usually Always 11
Never Sometimes Usually Always 12
Never Sometimes Usually Always 13
Poor Fair Good Excellent 14
15
Poor Fair Good Excellent Not Applicable 16 How would you rate
quality of the food? Poor Fair Good Excellent Not Applicable 17
How
the
No,
Yes,
Applicable 18
definitely
No,
Yes,
so Yes,
19
No, definitely not
I don’t think so
Yes, I think so
definitely
Not
Would
No,
not
I don’t think so
I think
definitely
Thank you! This survey is confidential First Nations principles of OCAP® were taken into consideration in the development of this questionnaire.
Appendix B: Survey Numbers & Response Rates
Seniors’ Health
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 39
Program # Requested # Distributed # Completed Response Rate Bethammi 2nd Floor - 55 21 38.2% Bethammi 3rd Floor - 55 44 78.2% HRM 1N (Daffodil) - 21 7 33.3% HRM 2N (Lavender) - 28 27 96.4% HRM 2S (Bluebell) - 31 14 45.2% HRM 3N (Lily) - 34 12 35.3% HRM 3S (Daisy) - 31 12 38.7% HRM 4N (Iris) - 31 10 32.3% HRM 4S (Lilac) - 28 15 53.6% HRM 5N (Marigold) - 27 12 44.4% HRM 5S (Orchid) - 32 12 37.5% HRM 6N (Rose) - 28 15 53.6% HRM 6S (Tulip) - 33 15 45.5% HRM 7N (Trillium) - 32 14 43.8% HRM 7S (Violet) - 31 12 38.7% HRM Birch - 32 16 50.0% HRM Spruce - 33 9 27.3% P.R. Cook Apartments 123 123 74 60.2% Sister Leila Greco Apartments 132 132 135 102.3% Total Seniors’ Health 255 817 496 60.7%
Addictions & Mental Health
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 40
Program # Requested* # Distributed # Completed Response Rate Adult Addictions / Problem Gambling 125 159 109 68.6% Adult Rehab (1E) 20 20 11 55.0% Adult Rehab (2E) 20 20 21 105.0% CAPS 30 21 15 71.4% Chronic Pain Management 50 54 43 79.6% Comprehensive Comm. Support 50 44 14 31.8% Dual Diagnosis 20 24 3 12.5% Eating Disorders 30 18 11 61.1% Employment Options 40 40 13 32.5% GAPPS 40 40 6 15.0% High Support Housing 29 30 28 93.3% Homes for Good 30 31 20 64.5% HSC / Medium Support Housing 25 25 15 60.0% Mental Health Outpatient 200 204 185 90.7% RAAM 30 34 26 76.5% Shared Mental Health 10 14 1 7.1% Withdrawal Management 30 34 30 88.2% Youth Addictions 30 25 12 48.0% Total Addictions & Mental Health 809 837 563 67.3%
Rehabilitative Care
*Numbers requested do not include translated surveys.
**Response rates may be greater than 100% if unsolicited surveys are completed online; rates are based on distribution numbers provided by each program.
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 41
Program # Requested* # Distributed # Completed Response Rate Ambulatory Care 25 27 15 55.6% Amputee Program 20 21 11 52.4% Asthma Clinic 10 11 0 0.0% Community Exercise 15 15 11 73.3% Community Psychogeriatric 15 14 5 35.7% Diabetes Health 100 104 103 99.0% Foot Care 70 68 37 54.4% Geriatric Assessment and Rehab (5N) 50 51 40 78.4% Geriatric Assessment and Rehab (5S) 55 56 37 66.1% Geriatric Telemedicine 25 11 8 72.7% Hospice / Palliative Care (4N) 40 30 12 40.0% Manor House (Adult Day) 75 64 28 43.8% Medically Complex Services (2N) 50 50 31 62.0% Medically Complex Services (2S) 30 30 4 13.3% Neuro Day OP 90 51 22 43.1% Physio & OT OP 50 33 29 87.9% Pulmonary Rehab 40 29 29 100.0% Rehabilitation (3N) 40 40 11 27.5% Rehabilitation (3S) 40 40 13 32.5% Rheumatic Disease 35 31 26 83.9% Seniors Outpatient Services 180 119 46 38.7% Transition (4S) 28 22 12 54.5% Wound Care 90 59 64 108.5% Total Rehabilitative Care 1173 976 594 60.9%
Appendix C: Demographic Details
Question 1: Length of time receiving services
Question 2: Client’s age group
Question 3: Client’s gender
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 42
Seniors’ Health Addictions & Mental Health Rehabilitative Care Total # % # % # % # % < 1 month 7 1.4% 64 11.7% 112 19.2% 183 11.3% 1-6 months 58 11.9% 132 24.0% 148 25.4% 338 20.9% 7-12 months 50 10.2% 88 16.0% 51 8.8% 189 11.7% 1-5 years 304 62.2% 147 26.8% 156 26.8% 607 37.5% > 5 years 70 14.3% 118 21.5% 115 19.8% 303 18.7% Total 489 100.0% 549 100.0% 582 100.0% 1620 100.0%
Seniors’ Health Addictions & Mental Health Rehabilitative Care Total # % # % # % # % < 1 month 7 1.4% 64 11.7% 112 19.2% 183 11.3% 1-6 months 58 11.9% 132 24.0% 148 25.4% 338 20.9% 7-12 months 50 10.2% 88 16.0% 51 8.8% 189 11.7% 1-5 years 304 62.2% 147 26.8% 156 26.8% 607 37.5% > 5 years 70 14.3% 118 21.5% 115 19.8% 303 18.7% Total 489 100.0% 549 100.0% 582 100.0% 1620 100.0%
Seniors’ Health Addictions & Mental Health Rehabilitative Care Total # % # % # % # % Male 138 28.6% 227 40.7% 287 48.6% 652 40.0% Female 344 71.2% 317 56.8% 303 51.4% 964 59.1% Other 1 0.2% 14 2.5% 0 0.0% 15 0.9% Total 483 100.0% 558 100.0% 590 100.0% 1631 100.0%
Question 4: Role
Question 5: Cultural Background
Question 6: Language of Care
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 43
Seniors’ Health Addictions & Mental Health Rehabilitative Care Total # % # % # % # % Client 265 55.0% 522 96.5% 473 82.4% 1260 78.9% Family/Substitute Decision Maker 217 45.0% 19 3.5% 101 17.6% 337 21.1% Total 482 100.0% 541 100.0% 574 100.0% 1597 100.0%
Seniors’ Health Addictions & Mental Health Rehabilitative Care Total # % # % # % # % White 442 96.3% 423 76.8% 537 91.3% 1402 87.7% First Nation 10 2.2% 85 15.4% 37 6.3% 132 8.3% Métis 4 0.9% 10 1.8% 0 0.0% 14 0.9% Inuk (Inuit) 0 0.0% 0 0.0% 0 0.0% 0 0.0% Black 0 0.0% 3 0.5% 0 0.0% 3 0.2% Latin/ Hispanic 0 0.0% 1 0.2% 0 0.0% 1 0.1% Asian 0 0.0% 1 0.2% 1 0.2% 2 0.1% Other 3 0.7% 7 1.3% 1 0.2% 11 0.7% Multi-Cultural Indigenous 0 0.0% 19 3.4% 11 1.9% 30 1.9% Multi-Cultural Non-Indigenous 0 0.0% 2 0.4% 1 0.2% 3 0.2% Total 459 100.0% 551 100.0% 588 100.0% 1598 100.0%
Seniors’ Health Addictions & Mental Health Rehabilitative Care Total # % # % # % # % English 482 98.0% 557 98.9% 578 97.6% 1617 98.2% French 3 0.6% 0 0.0% 1 0.2% 4 0.2% Indigenous 0 0.0% 4 0.7% 6 1.0% 10 0.6% Italian 0 0.0% 1 0.2% 3 0.5% 4 0.2% Finnish 1 0.2% 0 0.0% 2 0.3% 3 0.2% ASL 0 0.0% 0 0.0% 0 0.0% 0 0.0% Other 6 1.2% 1 0.2% 2 0.3% 9 0.5% Total 492 100.0% 563 100.0% 592 100.0% 1647 100.0%
Appendix D: Satisfaction Responses
Question 8: Courtesy Respect
How often did staff treat you with courtesy and respect?
Question 9: Listening
How often did staff listen carefully to you?
Question 10: Involvement
How often did staff involve you in planning your care?
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 44
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Never 1 0.2% 12 2.2% 9 1.5% 22 1.4% Sometimes 15 3.1% 13 2.4% 6 1.0% 34 2.1% Usually 105 21.4% 78 14.1% 57 9.8% 240 14.8% Always 369 75.3% 450 81.4% 512 87.7% 1331 81.8% Total 490 100.0% 553 100.0% 584 100.0% 1627 100.0%
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Never 2 0.4% 3 0.5% 1 0.2% 6 0.4% Sometimes 44 9.0% 23 4.1% 18 3.1% 85 5.2% Usually 133 27.3% 115 20.6% 106 18.2% 354 21.7% Always 309 63.3% 416 74.7% 458 78.6% 1183 72.7% Total 488 100.0% 557 100.0% 583 100.0% 1628 100.0%
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Never 15 3.1% 6 1.1% 12 2.1% 33 2.1% Sometimes 64 13.2% 29 5.3% 30 5.3% 123 7.7% Usually 146 30.2% 108 19.7% 99 17.4% 353 22.1% Always 259 53.5% 404 73.9% 427 75.2% 1090 68.2% Total 484 100.0% 547 100.0% 568 100.0% 1599 100.0%
Question 11: Understanding Explanations
How often did staff explain things in a way you could understand?
Question 12: Cultural Support
How often did staff provide an environment that is supportive of your cultural background?
Question 13: Quality of Care
How would you rate the overall quality of the care you (or your family member) have received?
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 45
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Never 4 0.8% 3 0.5% 3 0.5% 10 0.6% Sometimes 26 5.4% 15 2.7% 15 2.6% 56 3.5% Usually 115 23.7% 110 19.9% 85 14.8% 310 19.2% Always 340 70.1% 424 76.8% 473 82.1% 1237 76.7% Total 485 100.0% 552 100.0% 576 100.0% 1613 100.0%
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Never 18 3.9% 14 2.6% 9 1.6% 41 2.7% Sometimes 12 2.6% 24 4.5% 12 2.2% 48 3.1% Usually 105 23.0% 75 14.0% 55 10.0% 235 15.2% Always 322 70.5% 422 78.9% 476 86.2% 1220 79.0% Total 457 100.0% 535 100.0% 552 100.0% 1544 100.0%
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Poor 8 1.6% 5 0.9% 0 0.0% 13 0.8% Fair 62 12.7% 24 4.3% 16 2.7% 102 6.3% Good 188 38.4% 121 21.9% 99 17.0% 408 25.1% Excellent 232 47.3% 403 72.9% 468 80.3% 1103 67.8% Total 490 100.0% 553 100.0% 583 100.0% 1626 100.0%
Question 15: Cleanliness
How would you rate the cleanliness of the building?
Question 16: Food
How would you rate the overall quality of the food?
Question 17: Other Supports
Did staff help you to access other services and supports available, whether with St. Joseph’s Care Group or in the community (for example, housing, dental services, mental health services, caregiver supports)?
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 46
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Poor 10 2.0% 3 0.5% 0 0.0% 13 0.8% Fair 27 5.5% 10 1.8% 11 2.0% 48 3.0% Good 175 35.9% 120 21.7% 165 29.3% 460 28.7% Excellent 276 56.6% 420 75.9% 388 68.8% 1084 67.5% Total 488 100.0% 553 100.0% 564 100.0% 1605 100.0%
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % Poor 85 18.1% 19 7.8% 4 1.4% 108 10.8% Fair 148 31.6% 35 14.4% 37 12.9% 220 22.0% Good 175 37.3% 99 40.7% 138 48.3% 412 41.3% Excellent 61 13.0% 90 37.0% 107 37.4% 258 25.9% Total 469 100.0% 243 100.0% 286 100.0% 998 100.0%
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % No definitely not 26 7.5% 9 2.0% 8 2.3% 43 3.8% No I do not think so 66 19.1% 30 6.7% 26 7.5% 122 10.7% Yes I think so 80 23.2% 123 27.4% 63 18.2% 266 23.3% Yes definitely 173 50.1% 287 63.9% 250 72.0% 710 62.2% Total 345 100.0% 449 100.0% 347 100.0% 1141 100.0%
Question 18: Recommend to Others
Would you recommend the program to others?
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 47
Seniors’ Health Addictions & Mental Health Rehab & Chronic Disease Total # % # % # % # % No definitely not 15 3.2% 4 0.7% 3 0.5% 22 1.4% No I do not think so 32 6.9% 13 2.3% 4 0.7% 49 3.1% Yes I think so 169 36.3% 122 22.0% 83 14.4% 374 23.4% Yes definitely 249 53.5% 415 74.9% 486 84.4% 1150 72.1% Total 465 100.0% 554 100.0% 576 100.0% 1595 100.0%
Appendix E: Scores 2015-2019
Figure 1: Corporate Total Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 48
2015 2016 2017 2018 2019 Respect 3.78 3.79 3.77 3.74 3.77 Listen 3.68 3.64 3.62 3.59 3.67 Involve 3.49 3.51 3.46 3.46 3.56 Explain 3.65 3.68 3.65 3.62 3.72 Cultural 3.65 3.66 3.63 3.57 3.71 Quality 3.65 3.58 3.56 3.55 3.60 Cleanliness 3.63 3.61 3.59 3.61 3.63 Food 3.08 3.03 3.04 3.03 2.82 Access 3.35 3.38 3.39 3.32 3.44 Recommend 3.65 3.65 3.64 3.62 3.66 2.25 2.50 2.75 3.00 3.25 3.50 3.75 4.00
Figure 2: Seniors’ Health Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 49
2015 2016 2017 2018 2019 Respect 3.74 3.74 3.68 3.59 3.72 Listen 3.59 3.53 3.43 3.35 3.53 Involve 3.32 3.32 3.11 3.10 3.34 Explain 3.56 3.64 3.51 3.38 3.63 Cultural 3.51 3.53 3.39 3.23 3.60 Quality 3.53 3.45 3.29 3.22 3.31 Cleanliness 3.51 3.52 3.46 3.48 3.47 Food 2.88 2.91 2.81 2.77 2.45 Access 3.20 3.24 3.05 2.85 3.16 Recommend 3.62 3.56 3.45 3.35 3.40 2.25 2.50 2.75 3.00 3.25 3.50 3.75 4.00
Figure 3: Addictions & Mental Health Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 50
2015 2016 2017 2018 2019 Respect 3.75 3.82 3.76 3.76 3.75 Listen 3.67 3.71 3.62 3.69 3.69 Involve 3.55 3.66 3.55 3.66 3.66 Explain 3.62 3.71 3.64 3.70 3.73 Cultural 3.69 3.74 3.66 3.69 3.69 Quality 3.66 3.65 3.59 3.68 3.67 Cleanliness 3.72 3.72 3.70 3.76 3.73 Food 3.32 3.24 3.16 3.37 3.07 Access 3.46 3.49 3.55 3.64 3.53 Recommend 3.61 3.69 3.66 3.73 3.71 2.25 2.50 2.75 3.00 3.25 3.50 3.75 4.00
Figure 4: Rehab & Chronic Disease Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 51
2015 2016 2017 2018 2019 Respect 3.83 3.81 3.85 3.86 3.84 Listen 3.78 3.69 3.75 3.74 3.75 Involve 3.59 3.56 3.66 3.65 3.66 Explain 3.75 3.69 3.75 3.78 3.78 Quality 3.75 3.66 3.72 3.77 3.78 Cleanliness 3.66 3.59 3.62 3.63 3.67 Food 3.17 3.10 3.26 3.24 3.22 Recommend 3.72 3.73 3.75 3.77 3.83 Cultural 3.73 3.71 3.77 3.77 3.81 Access 3.38 3.43 3.52 3.56 3.60 2.25 2.50 2.75 3.00 3.25 3.50 3.75 4.00
Centre for Applied Health Research
Michel
Bédard
Hillary Maxwell
Sacha Dubois
Elyse Cottrell-Martin
St. Joseph’s Care Group – Client Satisfaction Survey 2019 January 2020 52
