St. Joseph’s Care Group
Client Satisfaction Survey 2023
December 2018 1
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 2 Table of Contents Executive Summary 3 Introduction & Overview 4 The Survey .............................................................................................................................4 Survey Distribution..................................................................................................................6 Response Rate ..........................................................................................................................8 Demographic Information 9 Question 1: Length of Stay 9 Question 2: Client’s Age Group 10 Question 3: Client’s Gender 11 Question 3: Client’s Sexual Orientation 12 Question 5: Respondent Type 13 Question 6: Cultural Background 14 Question 7: Indigenous Health Services 15 Questions 6 & 9: Language 16 Satisfaction Results 17 Question 10: Courtesy & Respect......................................................................................... 17 Question 11: Listening.......................................................................................................... 18 Question 12: Involvement 19 Question 13: Understanding Explanations ............................................................................ 20 Question 14: Cultural Support 21 Question 15: Discrimination.................................................................................................. 22 Question 16: Quality of Care 23 Question 17: Cleanliness 24 Question 18: Food 25 Question 19: Raising Concerns 26 Question 20: Other Supports 27 Question 21: Recommend to Others 28 Year-over-Year Comparison 29 Corporate Total..................................................................................................................... 29 Clinical & Community Health................................................................................................. 30 Clinical & CNE...................................................................................................................... 31 Indigenous Experience............................................................................................................. 32 Comments................................................................................................................................ 33 Clinical & Community Health 33 Clinical & CNE 35 Appendix A: Cover Letter & Survey 36 Appendix B: Survey Numbers & Response Rates.................................................................... 39 Appendix C: Demographic Details 42 Appendix D: Satisfaction Responses 44 Appendix E: Scores 2019-2023................................................................................................ 47
Executive Summary
The annual St. Joseph’s Care Group client satisfaction survey was distributed to clients accessing services between September 11 and November 5, 2023 Clients, residents, and family members/ substitute decision makers were encouraged to respond. The survey comprised nine questions to gather basic background information followed by 13 satisfaction questions. In total, 2348 surveys were distributed and 1493 returned (63.6%)
98%Felt respected
70% Positively rated Food quality
95% Said staff listened
94% Rated the quality of care as good or excellent
96%Saw the facilities as clean
93%Felt culturally supported
89% Felt involved in their care 96%Would recommend their program to others
84% Felt theycould raise a concern 93%Never experienceddiscrimination
87% Were helped to access other supports
95% Had things explained in a way they understood
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 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 Clinical & Community Health (formerly Addictions & Mental Health and Seniors’ Care) and Clinical & CNE (formerly Rehabilitative Care) To measure client satisfaction across SJCG, a corporate-wide client satisfaction survey was developed in 2009 by the Client Satisfaction Survey Committee. The high-level snapshot captured by the survey permits comparison of satisfaction over time and across the broad range of services provided by SJCG. It also sets the stage for more in-depth measures of client and resident experience at the program level.
The Survey
The 2023 corporate survey comprised 22 items. The first nine items captured basic demographic and background information: length of time receiving services, age group, gender, sexual orientation, whether the respondent was a client or a family member/substitute decision maker, cultural background, whether the respondent had received support from Indigenous Services, and two questions regarding language. The next twelve items asked for respondents’ opinions regarding the services they received, with four options ranging from one (the lowest score) to four (the highest/best score). Respondents were 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 final item was an open-ended comments section.
Revisions to the 2023 survey comprised:
New response options for gender
The addition of a question about sexual orientation
The addition of a question about accessing Indigenous Health Services
The addition of a question about discrimination or unfair treatment
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 4
The rewording of a question to measure respondents’ comfort in raising concerns about their or their family members’ care
Please see Appendix A for a copy of the survey.
The survey was made available in English, French, Italian, and Finnish
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Survey Distribution
In July 2023, 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.
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)
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 also available in English, French, Italian, and Finnish. Additionally, the online survey site hosted downloadable translations for staff to print for respondents as needed.
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 (stamped, addressed envelopes were provided upon request so that completed surveys could be mailed back to the CAHR at no cost to the respondent). 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 (LTC), the process was slightly different from the rest of the organization. Only cognitively intact residents (with a score of 0 or 1 on the Cognitive Performance Scale of the interRAI assessment tool) were approached to complete the survey. Where this wasn’t the case, LTC residents’ substitute decision makers (power of attorney of care) were provided a survey, in order to align with Ontario’s Long-Term Care Act.
For the total number of surveys distributed by each program, please see Appendix B.
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All program areas were provided with posters and tent cards to assist with promotion of the survey. Prior to the survey being distributed, 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 cash cards All ballots were directed to Communications & Engagement for random drawing of the prizes.
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 7
Response Rate
In total, 1493 surveys were completed, representing a corporate response rate of 63.6%. All surveys were completed in English, and 31 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 2023 December 2023 8
Number % Clinical & Community Health 809 63.3% Clinical & CNE 644 63.9% TOTAL 1493 63.6%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 2019 2020 2021 2022 2023
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
Clinical & Community Health
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 9
5.6% 17.6% 13.3% 40.4% 23.0% 0% 20% 40% 60% 80% 100% < 1 month 1-6 months 7-12 months 1-5 years > 5 years
18.8% 27.0% 9.0% 25.6% 19.7% 0% 20% 40% 60% 80% 100% Clinical
11.3% 21.7% 11.5% 34.0% 21.6% 0% 20% 40% 60% 80% 100% TOTAL
& CNE
Question 2: Client’s Age Group
Clinical & Community Health
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 10
5.6% 11.9% 8.0% 6.9% 6.7% 9.4% 9.7% 14.2% 27.5% 0% 20% 40% 60% 80% 100% <15 15-24 25-34 35-44 45-54 55-64 65-74 75-84 85+
5.4% 2.1% 2.5% 4.0% 5.4% 13.0% 27.4% 25.4% 14.9% 0% 20% 40% 60% 80% 100% Clinical & CNE 5.5% 7.7% 5.7% 5.7% 6.1% 11.0% 17.3% 19.0% 22.1% 0% 20% 40% 60% 80% 100% TOTAL
Question 3: Client’s Gender
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 11
37.8% 60.1% 2.2% 0% 20% 40% 60% 80% 100% Male Female Other Gender Identity Clinical & Community Health 45.4% 54.3% 0.3% 0% 20% 40% 60% 80% 100% Clinical & CNE 41.0% 57.6% 1.4% 0% 20% 40% 60% 80% 100% TOTAL
Question 3: Client’s Sexual Orientation
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 12
88.4% 11.6% 0% 20% 40% 60% 80% 100% Heterosexual Other Sexual Orientation Clinical & Community Health 94.2% 5.8% 0% 20% 40% 60% 80% 100%
90.8% 9.2% 0% 20% 40% 60% 80% 100% TOTAL
Clinical & CNE
Question 5: Respondent Type
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71.3% 28.7% 0% 20% 40% 60% 80% 100% Client Family/Substitute Decision Maker Clinical & Community Health 80.3% 19.7% 0% 20% 40% 60% 80% 100%
75.2% 24.8% 0% 20% 40% 60% 80% 100% TOTAL
Clinical & CNE
Question 6: Cultural Background
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 14 White, 83.3% Indigenous, 13.9% Other, 2.8%
First Nation, 10.9% Metis, 1.8% MultiCultural Indigenous, 1.2% Black, 0.3% Asian, 0.4% Other, 1.0% MultiCultural NonIndigenous, 1.0%
Question 7: Indigenous Health Services
Did you or your family member receive support from St. Joseph’s Care Group’s Indigenous Health Services?
Overall, 9.3% of respondents indicated that they or their family member had received support from the Indigenous Health Services team.
9.3%
Of those respondents who received support, 62.5% indicated they were Indigenous.
Indigenous respondents who indicated receiving support reflected 42.7% of all Indigenous respondents who completed the survey.
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 15 NonIndigenou s,
Indigenou s, 62.5% No,
Yes,
37.5%
57.3%
42.7%
No, 90.7% Yes,
Questions 6 & 9: Language
In what language are you most comfortable receiving healthcare services?
From the 39 (2.6%) 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?
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English, 98.4% French, 0.1% Indigenous, 1.0% Italian, 0.2% Finnish, 0.1% Other, 0.1% Yes, a healthcare provider, 52.0% Yes, an interpreter, 4.0% Yes, a person close to me, 22.0% No, 22.0% TOTAL
Satisfaction Results
See Appendix D for further details.
Question 10: Courtesy & Respect
How often did staff treat you with courtesy and respect?
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4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.75 3.87 3.80
TOTAL Never, 0.4% Never, 0.3% Never, 0.3% Sometimes, 2.6% Sometimes, 1.4% Sometimes, 2.1% Usually, 19.2% Usually, 8.8% Usually, 14.7% Always, 77.9% Always, 89.5% Always, 82.9%
Clinical & Community Health Clinical & CNE
Question 11: Listening
How often did staff listen carefully to you?
Clinical & Community Health
Clinical & CNE
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4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.59 3.77 3.67
TOTAL Never, 0.1% Never, 0.5% Never, 0.3% Sometimes, 6.7% Sometimes, 3.2% Sometimes, 5.2% Usually, 26.9% Usually, 14.8% Usually, 21.7% Always, 66.2% Always, 81.5% Always, 72.8%
Question 12: Involvement
How often did staff involve you in planning your (or your family member’s) care?
Clinical & Community Health
Clinical & CNE
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 19
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.54 3.63 3.58
TOTAL Never, 2.6% Never, 3.3% Never, 2.9% Sometimes, 9.1% Sometimes, 5.8% Sometimes, 7.7% Usually, 19.7% Usually, 15.8% Usually, 18.0% Always, 68.6% Always, 75.2% Always, 71.4%
Question 13: Understanding Explanations
How often did staff explain things in a way you could understand?
Clinical & Community Health
Clinical & CNE
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 20
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.64 3.78 3.70
TOTAL Never, 1.2% Never, 0.8% Never, 1.0% Sometimes, 4.9% Sometimes, 3.0% Sometimes, 4.1% Usually, 22.7% Usually, 13.7% Usually, 18.8% Always, 71.2% Always, 82.5% Always, 76.1%
Question 14: Cultural Support
How often did staff provide an environment that is supportive of your cultural background?
Clinical & Community Health
Clinical & CNE
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4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.71 3.72 3.72
TOTAL Never, 2.5% Never, 3.4% Never, 2.9% Sometimes, 4.3% Sometimes, 4.4% Sometimes, 4.4% Usually, 12.8% Usually, 8.6% Usually, 11.0% Always, 80.3% Always, 83.6% Always, 81.7%
Question 15: Discrimination
How often did you experience discrimination or unfair treatment by staff because of your race, colour, ethnicity, gender orientation, or other protected Human Rights ground?
Note response options are reversed (higher scores = lower reported levels of discrimination)
Clinical & Community Health
Clinical & CNE
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4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.85 3.89 3.86
TOTAL Always, 2.5% Always, 2.4% Always, 2.5% Usually, 1.7% Usually, 0.8% Usually, 1.3% Sometimes, 4.2% Sometimes, 2.4% Sometimes, 3.5% Never, 91.5% Never, 94.4% Never, 92.7%
Question 16: Quality of Care
How would you rate the overall quality of the care you (or your family member) have received?
Clinical & Community Health
Clinical & CNE
TOTAL
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 23
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.53 3.75 3.62
Poor, 0.5% Poor, 0.9% Poor, 0.7% Fair, 7.3% Fair, 2.0% Fair, 5.0% Good, 31.3% Good, 17.8% Good, 25.5% Excellent, 60.9% Excellent, 79.2% Excellent, 68.8%
Question 17: Cleanliness
How would you rate the cleanliness of the building?
Clinical & Community Health
Clinical & CNE
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 24
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.58 3.68 3.62
TOTAL Poor, 0.6% Poor, 0.5% Poor, 0.6% Fair, 5.0% Fair, 1.6% Fair, 3.6% Good, 30.1% Good, 27.2% Good, 28.8% Excellent, 64.3% Excellent, 70.7% Excellent, 67.0%
Question 18: Food
How would you rate the overall quality of the food?
Clinical & Community Health
Clinical & CNE
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 25
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 2.73 3.18 2.87
TOTAL Poor, 13.2% Poor, 2.3% Poor, 9.9% Fair, 24.4% Fair, 9.1% Fair, 19.7% Good, 38.4% Good, 56.6% Good, 43.9% Excellent, 24.1% Excellent, 32.1% Excellent, 26.5%
Question 19: Raising Concerns
Do you feel that you can raise a concern about staff without it negatively* affecting your (or your family member’s) care?
* ‘Negatively’ added in 2023
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4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.28 3.16 3.23 Clinical & Community Health Clinical & CNE TOTAL No definitely not, 5.8% No definitely not, 10.2% No definitely not, 7.7% No I do not think so, 8.1% No I do not think so, 7.7% No I do not think so, 7.9% Yes I think so, 38.7% Yes I think so, 38.3% Yes I think so, 38.5% Yes definitely, 47.4% Yes definitely, 43.8% Yes definitely, 45.9%
Question 20: 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)?
Clinical & Community Health
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 27
4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.41 3.43 3.42
TOTAL No definitely not, 4.4% No definitely not, 4.2% No definitely not, 4.3% No I do not think so, 10.3% No I do not think so, 6.4% No I do not think so, 8.8% Yes I think so, 25.3% Yes I think so, 31.1% Yes I think so, 27.5% Yes definitely, 60.0% Yes definitely, 58.3% Yes definitely, 59.4%
Clinical & CNE
Question 21: Recommend to Others
Would you recommend the program to others?
Clinical & Community Health
Clinical & CNE
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4.00 3.00 2.00 1.00 0.0% 25.0% 50.0% 75.0% 100.0% 3.61 3.74 3.67
TOTAL No definitely not, 1.6% No definitely not, 0.6% No definitely not, 1.2% No I do not think so, 4.1% No I do not think so, 0.8% No I do not think so, 2.7% Yes I think so, 25.5% Yes I think so, 22.1% Yes I think so, 24.1% Yes definitely, 68.7% Yes definitely, 76.4% Yes definitely, 72.1%
Year-over-Year Comparison
Corporate
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Involvement with Planning Understanding Explanations Cultural Support Quality of Care Cleanliness Food Concern Other Supports Recommend to Others 3.81 3.71 3.52 3.70 3.62 3.64 3.67 2.91 3.26 3.50 3.67 3.80 3.67 3.58 3.70 3.72 3.62 3.62 2.87 3.23 3.42 3.67 2022 2023 *Also see Appendix E: 2019-2023 Scores
Total Courtesy & Respect Listening
Year-over-Year Comparison
Clinical & Community Health
Courtesy
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 30
&
Involvement with Planning Understanding Explanations Cultural Support Quality of Care Cleanliness Food Concern Other Supports Recommend to Others 3.78 3.64 3.41 3.64 3.51 3.53 3.64 2.83 3.25 3.46 3.59 3.75 3.59 3.54 3.64 3.71 3.53 3.58 2.73 3.28 3.41 3.61 2022 2023
Respect Listening
Year-over-Year Comparison
Clinical & CNE Courtesy
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 31
& Respect
Involvement with Planning Understanding Explanations Cultural Support Quality of Care Cleanliness Food Concern Other Supports Recommend to Others 3.85 3.82 3.68 3.78 3.79 3.80 3.73 3.14 3.27 3.59 3.80 3.87 3.77 3.63 3.78 3.72 3.75 3.68 3.18 3.16 3.43 3.74 2022 2023
Listening
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
Discrimination
Quality of Care
Cleanliness
Food
Raising Concerns
Other Supports
Recommend to Others
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 32
-0.144 -0.144 -0.186 -0.188 -0.363 -0.057 -0.166 -0.155 -0.081 -0.257 -0.112 -0.125 - (poorer) + (better) Statistically significant (p<.05) Not statistically significant
Clinical & Community Health
397 respondents (46.8%) provided 570 comments:
food; serving sizes too small; repetition/limited selection of food; inconsistent quality of food; need more fresh fruit & vegetables; need more traditional foods; food too cold/hot; overcooked foods; food under/over seasoned; food served late;
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 33 Comments
+/- Theme Sample Comments # -
Not
preferences not
waste 128 + Quality of Care Helped; provided support; appreciate care; good service; thank you for care 109 + Staff Attitudes & Training Staff are supportive/caring/courteous/inviting/ empathetic/kind/understanding 60Products, Programs & Services Laundry goes missing; laundry is damaged; not enough spiritual services; clients need more activities/stimulation; need more volunteers to spend time with residents; better oral care needed 41 - Other More housing needed; client/resident overmedicated; would like bookable family space; difficulties with other clients/residents/tenants; more ‘tech’ time needed 40 - Environment Space too loud/disruptive; smoking spaces needed; indoor/outdoor spaces unclean/unmaintained; too hot/cold; space requires renovation 40Staff Attitudes & Training Staff are rude/harsh/uncaring; staff do not respond in timely fashion; staff do not follow through on requests; staff on phones 33 - Staffing Short-staffed; too much turnover; staff are burnedout; staff are rushed; more Indigenous staff needed 32 + Other Happy to be here; thank you; everything is good 22 + Positive Feedback - Areas for Improvement
Food & Dining
enough
dietary
accommodated; too much food
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 34 + Food & Dining Food is good; meals are improving; appreciate choice of entrees at meals 16 + Environment Good natural light; feel safe here; very clean 14 - Communication Insufficient communication of medication change; no follow-through with plans; unable to speak to physician 13 + Products, Programs & Services Love the chapel; enjoy the entertainment/activities 8 - Quality of Care Not enough personal care 5 + Access to Care Short wait time 3 + Communication Staff keep me updated 3 - Access to Care No access to physician; need more frequent appointments 3
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 35 Clinical & CNE 274 respondents (42.5%) provided 321 comments: +/- Theme Sample Comments # + Quality of Care Excellent/great care; very happy with care; pleased/ satisfied with care 131 + Staff Attitudes & Training Staff are Respectful/courteous/awesome/ wonderful/friendly/ professional/knowledgeable 82 - Environment Not enough accessible parking; inconvenient parking; need a designated smoking area; dirty spaces 19 - Other Too much focus on culture; survey questions irrelevant; comments regarding external services; medication errors 16 - Communication Calls not returned; need more information about onsite activities; better discharge planning needed; appointment reminders needed 15 - Staffing Staff overworked; short-staffed; lack of staff continuity 15Staff Attitudes & Training Staff need cultural competence training; experienced retribution for comment about care; staff are aggressive/rude 14 + Other Happy to receive care; thank you 8 - Food & Dining Poor food; need better menu; need more options for special diets 8Products, Programs & Services Need for on-site bloodwork; need more recreational activities 3 + Food & Dining Great/good food 3 - Quality of Care Need better access to Indigenous Health Services 3 + Communication Kept well-informed 2 - Access to Care Need later appointments 1 + Access to Care Accommodating of schedule 1 + Positive Feedback - Areas for Improvement
Appendix A: Cover Letter & Survey
September 11, 2023
Dear Client, Resident or Family Member:
St. Joseph’s Care Group is working hard to ensure our clients, residents, and their family members receive the best possible service. I would appreciate hearing from you about your experiences with our staff, programs, and care. Your thoughts and ideas will help us to improve.
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/home 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 343-2431 x 2107.
By completing the survey, you will have a chance to win a draw for 1 of 3 $100 gift cards. 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/home 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 2024 (www.sjcg.net).
Please return your survey by November 5, 2023
Sincerely,
Janine Black, MHSc, MBA President and Chief Executive Officer
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Appendix B: Survey Numbers & Response Rates
Clinical & Community Health
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Program # Requested # Distributed # Completed Response Rate* Adult Addictions 150 160 91 56.9% Adult Rehab (1E) 20 18 5 27.8% Adult Rehab (2E) 20 18 16 88.9% Bethammi 2nd Floor 50 44 26 59.1% Bethammi 3rd Floor 50 45 18 40.0% CAPS 50 120 100 83.3% CHO 5 5 5 100.0% Chronic Pain Management 70 23 18 78.3% Comprehensive Comm. Support 60 26 15 57.7% Dual Diagnosis 20 2 2 100.0% Eating Disorders 30 17 12 70.6% Employment Options 50 40 17 42.5% GAPPS 50 50 0 0.0% High Support Housing 29 28 30 107.1% Homes for Good 25 5 0 0.0% HRM 1N (Daffodil) 35 26 15 57.7% HRM 2N (Lavender) 35 31 21 67.7% HRM 2S (Bluebell) 35 23 3 13.0% HRM 3N (Lily) 35 27 16 59.3% HRM 3S (Daisy) 35 28 5 17.9% HRM 4N (Iris) 35 30 13 43.3% HRM 4S (Lilac) 35 26 9 34.6% HRM 5N (Marigold) 35 27 11 40.7% HRM 5S (Orchid) 35 26 6 23.1% HRM 6N (Rose) 35 27 10 37.0% HRM 6S (Tulip) 35 29 11 37.9% HRM 7N (Trillium) 35 30 10 33.3% HRM 7S (Violet) 35 27 8 29.6% HRM Birch 35 29 19 65.5% HRM Spruce 35 27 18 66.7% Lodge on Dawson 10 9 9 100.0% Matawa 1 1 1 100.0% Medium Support Housing 26 26 26 100.0%
*Response rates may be greater than 100% if unsolicited surveys are completed online or translations are completed; rates are based on distribution numbers provided by each program.
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 40 Mental Health Outpatient 250 23 22 95.7% P.R. Cook Apartments 135 102 99 97.1% Problem Gambling 25 10 5 50.0% RAAM 10 19 19 100.0% Sister Leila Greco Apartments 132 104 105 101.0% Withdrawal Management 10 10 10 100.0% Youth Addictions 30 21 22 104.8% Total Clinical & Community Health 1833 1339 848 63.3%
Clinical & CNE
*Response rates may be greater than 100% if unsolicited surveys are completed online or translations are completed; rates are based on distribution numbers provided by each program.
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 41
Program # Requested # Distributed # Completed Response Rate* Ambulatory Care 50 27 14 51.9% Amputee Program 20 12 6 50.0% Asthma Clinic 15 15 13 86.7% Chiropody 20 13 11 84.6% Community Exercise 20 8 7 87.5% Community Psychogeriatric 30 30 11 36.7% Diabetes Health 125 125 119 95.2% Enhancing Care Program 15 6 3 50.0% Foot Care 80 80 43 53.8% Geriatric Assessment and Rehab (5N) 50 50 45 90.0% Geriatric Assessment and Rehab (5S) 55 4 5 125.0% Geriatric Telemedicine 30 30 12 40.0% Hospice / Palliative Care (4N) 45 30 10 33.3% Manor House (Adult Day) 70 54 28 51.9% Medically Complex Services (2N) 50 40 13 32.5% Medically Complex Services (2S) 30 20 7 35.0% Neuro Day OP 75 51 17 33.3% Physio & OT OP 50 33 26 78.8% Pulmonary Rehab 25 22 22 100.0% Rehabilitation (3N) 40 22 6 27.3% Rehabilitation (3S) 40 25 22 88.0% Rheumatic Disease 50 50 27 54.0% Seniors Outpatient Services 160 160 101 63.1% Transition (4S) 40 25 22 88.0% Wound Care 100 77 55 71.4% Total Clinical & CNE 1285 1009 645 63.9%
Appendix C: Demographic Details
Question 1: Length of time
Question 2: Client’s age group
Question 3:
Question 4:
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 42
Clinical & Community Health Clinical & CNE Total # % # % # %
< 1 month 47 5.6% 119 18.8% 166 11.3% 1-6 months 148 17.6% 171 27.0% 319 21.7% 7-12 months 112 13.3% 57 9.0% 169 11.5% 1-5 years 339 40.4% 162 25.6% 501 34.0% > 5 years 193 23.0% 125 19.7% 318 21.6% Total 839 100.0% 634 100.0% 1473 100.0%
receiving services
< 15 47 5.6% 34 5.4% 81 5.5% 15 to 24 100 11.9% 13 2.1% 113 7.7% 25 to 34 67 8.0% 16 2.5% 83 5.7% 35 to 44 58 6.9% 25 4.0% 83 5.7% 45 to 54 56 6.7% 34 5.4% 90 6.1% 55 to 64 79 9.4% 82 13.0% 161 11.0% 65 to 74 81 9.7% 173 27.4% 254 17.3% 75 to 84 119 14.2% 160 25.4% 279 19.0% 85+ 230 27.5% 94 14.9% 324 22.1% Total 837 100.0% 631 100.0% 1468 100.0%
Client’s gender Male 316 37.8% 288 45.4% 604 41.0% Female 503 60.1% 345 54.3% 848 57.6% Other Gender Identity 18 2.2% 2 0.3% 20 1.4% Total 837 100.0% 635 100.0% 1472 100.0%
sexual
Heterosexual 653 88.4% 503 94.2% 1156 90.8% Other Sexual Orientation 86 11.6% 31 5.8% 117 9.2% Total 739 100.0% 534 100.0% 1273 100.0%
Client’s
orientation
Question 5: Role
Question 6: Cultural Background
Question 7: Indigenous Health Services
Question 8: Language of Care
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 43 Clinical & Community Health Clinical & CNE Total # % # % # %
Client 584 71.3% 501 80.3% 1085 75.2% Family/ Substitute Decision Maker 235 28.7% 123 19.7% 358 24.8% Total 819 100.0% 624 100.0% 1443 100.0%
White 686 82.7% 532 84.0% 1218 83.3% First Nation 92 11.1% 68 10.7% 160 10.9% Metis 13 1.6% 13 2.1% 26 1.8% Inuk (Inuit) 0 0.0% 0 0.0% 0 0.0% Black 4 0.5% 1 0.2% 5 0.3% Latin/ Hispanic 0 0.0% 0 0.0% 0 0.0% Asian 3 0.4% 3 0.5% 6 0.4% Other 12 1.4% 3 0.5% 15 1.0% Multi-Cultural NonIndigenous 8 1.0% 7 1.1% 15 1.0% Multi-Cultural Indigenous 12 1.4% 6 0.9% 18 1.2% Total 830 100.0% 633 100.0% 1463 100.0%
Accessed 747 90.3% 574 91.1% 1321 90.7% Not Accessed 80 9.7% 56 8.9% 136 9.3% Total 827 100.0% 630 100.0% 1457 100.0%
English 830 98.9% 624 97.7% 1454 98.4% French 1 0.1% 1 0.2% 2 0.1% Indigenous 5 0.6% 10 1.6% 15 1.0% Italian 2 0.2% 1 0.2% 3 0.2% Finnish 1 0.1% 1 0.2% 2 0.1% ASL 0 0.0% 0 0.0% 0 0.0% Other 0 0.0% 2 0.3% 2 0.1% Total 839 100.0% 639 100.0% 1478 100.0%
Appendix D: Satisfaction Responses
Question 10: Courtesy & Respect
How often did staff treat you with courtesy and respect?
Question 11: Listening
How often did staff listen carefully to you?
Question 12: Involvement
How
did staff involve you in planning your care?
Question 13: Understanding Explanations
How often did staff explain things in a way you could understand?
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 44
Clinical & Community Health Clinical & CNE Total # % # % # %
Never 3 0.4% 2 0.3% 5 0.3% Sometimes 22 2.6% 9 1.4% 31 2.1% Usually 161 19.2% 56 8.8% 217 14.7% Always 654 77.9% 572 89.5% 1226 82.9% Total 840 100.0% 639 100.0% 1479 100.0%
Never 1 0.1% 3 0.5% 4 0.3% Sometimes 56 6.7% 20 3.2% 76 5.2% Usually 225 26.9% 94 14.8% 319 21.7% Always 553 66.2% 517 81.5% 1070 72.8% Total 835 100.0% 634 100.0% 1469 100.0%
Never 21 2.6% 20 3.3% 41 2.9% Sometimes 74 9.1% 35 5.8% 109 7.7% Usually 160 19.7% 96 15.8% 256 18.0% Always 557 68.6% 457 75.2% 1014 71.4% Total 812 100.0% 608 100.0% 1420 100.0%
often
Never 10 1.2% 5 0.8% 15 1.0% Sometimes 41 4.9% 19 3.0% 60 4.1% Usually 189 22.7% 86 13.7% 275 18.8% Always 592 71.2% 520 82.5% 1112 76.1% Total 832 100.0% 630 100.0% 1462 100.0%
Question 14: Cultural Support
How often did staff provide an environment that is supportive of your cultural background?
Question 15: Discrimination
How often did you experience discrimination or unfair treatment by staff because of your race, colour, ethnicity, gender orientation, or other protected Human Rights ground?
Question 16: Quality of Care
How would you rate the overall quality of the care you (or your family member) have
Question 17: Cleanliness
How would you rate the cleanliness of the building?
Question 18: Food
How would you rate the overall quality of the food?
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 45 Clinical & Community Health Clinical & CNE Total # % # % # %
Never 20 2.5% 20 3.4% 40 2.9% Sometimes 34 4.3% 26 4.4% 60 4.4% Usually 101 12.8% 51 8.6% 152 11.0% Always 632 80.3% 495 83.6% 1127 81.7% Total 787 100.0% 592 100.0% 1379 100.0%
Always 21 2.5% 15 2.4% 36 2.5% Usually 14 1.7% 5 0.8% 19 1.3% Sometimes 35 4.2% 15 2.4% 50 3.5% Never 754 91.5% 589 94.4% 1343 92.7% Total 824 100.0% 624 100.0% 1448 100.0%
received? Poor 4 0.5% 6 0.9% 10 0.7% Fair 61 7.3% 13 2.0% 74 5.0% Good 262 31.3% 113 17.8% 375 25.5% Excellent 509 60.9% 503 79.2% 1012 68.8% Total 836 100.0% 635 100.0% 1471 100.0%
Poor 5 0.6% 3 0.5% 8 0.6% Fair 41 5.0% 10 1.6% 51 3.6% Good 247 30.1% 166 27.2% 413 28.8% Excellent 528 64.3% 432 70.7% 960 67.0% Total 821 100.0% 611 100.0% 1432 100.0%
Poor 80 13.2% 6 2.3% 86 9.9% Fair 148 24.4% 24 9.1% 172 19.7% Good 233 38.4% 150 56.6% 383 43.9% Excellent 146 24.1% 85 32.1% 231 26.5% Total 607 100.0% 265 100.0% 872 100.0%
Question 19: Raising Concerns
Do you feel that you can raise a concern about staff without it affecting your (or your family member’s) care?
Question 20: 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)?
Question 21: Recommend to Others
Would you recommend the program to others?
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 46 Clinical & Community Health Clinical & CNE Total # % # % # %
No, definitely not 47 5.8% 62 10.2% 109 7.7% No, I don’t think so 66 8.1% 47 7.7% 113 7.9% Yes, I think so 315 38.7% 233 38.3% 548 38.5% Yes, definitely 386 47.4% 267 43.8% 653 45.9% Total 814 100.0% 609 100.0% 1423 100.0%
No, definitely not 29 4.4% 17 4.2% 46 4.3% No, I don’t think so 67 10.3% 26 6.4% 93 8.8% Yes, I think so 165 25.3% 126 31.1% 291 27.5% Yes, definitely 392 60.0% 236 58.3% 628 59.4% Total 653 100.0% 405 100.0% 1058 100.0%
No, definitely not 13 1.6% 4 0.6% 17 1.2% No, I don’t think so 34 4.1% 5 0.8% 39 2.7% Yes, I think so 210 25.5% 138 22.1% 348 24.1% Yes, definitely 565 68.7% 477 76.4% 1042 72.1% Total 822 100.0% 624 100.0% 1446 100.0%
Appendix E: Scores 2019-2023
Figure 1: Corporate Total Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 47
2019 2020 2021 2022 2023 Total Respect 3.77 3.77 3.78 3.81 3.80 3.78 Listen 3.67 3.65 3.65 3.71 3.67 3.67 Involve 3.56 3.47 3.51 3.52 3.58 3.53 Explain 3.72 3.69 3.64 3.70 3.70 3.69 Cultural 3.71 3.59 3.62 3.62 3.72 3.66 Quality 3.60 3.61 3.57 3.64 3.62 3.61 Cleanliness 3.63 3.65 3.69 3.67 3.62 3.65 Food 2.82 2.90 2.98 2.91 2.87 2.89 Concern 3.26 3.23 3.24 Access 3.44 3.42 3.39 3.50 3.42 3.43 Recommend 3.66 3.68 3.62 3.67 3.67 3.66 2.25 2.50 2.75 3.00 3.25 3.50 3.75 4.00
Figure 2: Clinical & Community Health Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 48
2019 2020 2021 2022 2023 Total Respect 3.73 3.74 3.74 3.78 3.75 3.74 Listen 3.62 3.59 3.60 3.64 3.59 3.61 Involve 3.51 3.42 3.45 3.41 3.54 3.47 Explain 3.68 3.66 3.61 3.64 3.64 3.65 Cultural 3.65 3.58 3.55 3.51 3.71 3.60 Quality 3.50 3.57 3.47 3.53 3.53 3.52 Cleanliness 3.61 3.66 3.67 3.64 3.58 3.63 Food 2.66 2.84 2.89 2.83 2.73 2.79 Concern 3.25 3.28 3.27 Access 3.37 3.36 3.34 3.46 3.41 3.39 Recommend 3.57 3.63 3.54 3.59 3.61 3.59 2.25 2.50 2.75 3.00 3.25 3.50 3.75 4.00
Figure 3: Clinical & CNE Mean Scores
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 49
2019 2020 2021 2022 2023 Total Respect 3.84 3.82 3.84 3.85 3.87 3.85 Listen 3.75 3.73 3.72 3.82 3.77 3.76 Involve 3.66 3.54 3.60 3.68 3.63 3.62 Explain 3.78 3.73 3.70 3.78 3.78 3.76 Cultural 3.81 3.61 3.75 3.79 3.72 3.74 Quality 3.78 3.68 3.73 3.80 3.75 3.75 Cleanliness 3.67 3.62 3.72 3.73 3.68 3.68 Food 3.22 3.01 3.21 3.14 3.18 3.15 Concern 3.27 3.16 3.21 Access 3.60 3.54 3.49 3.59 3.43 3.53 Recommend 3.83 3.76 3.75 3.80 3.74 3.78 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
Shayna Cummings
St. Joseph’s Care Group – Client Satisfaction Survey 2023 December 2023 50
