Satisfaction Survey Spring 2018 Powered by Survey Demographics:

Satisfaction Survey Spring 2018 Powered by Survey Demographics:

Satisfaction Survey Spring 2018 Powered by Survey Demographics: 430 Mailers were sent to family members/advocates 78 Completed mailers returned (18% return rate) 47 Face to Face interviews 125 Total completed surveys 9% Receiving services less than 1 year 20% Receiving services 1-5 years 71% Receiving services 5 years or more Q1: Overall, do you feel the environment of the Residence is healthy and safe? Very Dissatisfied Dissatisfied Satisfied Very Satisfied Total Very Satisfied Satisfied 2 6 35 36 79 3% 8% 44% 46%

100% 46 Responses were N/A Dissatisfied Very Dissatisfied 0 5 10 15 20 25 30 35 40 Q2: Overall, do you feel the environment of the Day Program is healthy and safe? Very Dissatisfied Dissatisfied Satisfied Very Satisfied Total Very Satisfied Satisfied

3 2 50 35 90 3% 2% 56% 39% 100% 35 Responses were N/A Dissatisfied Very Dissatisfied 0 10 20 30 40 50 60 Q3: How satisfied are you with your level of input into the services you or your family member receives? Very Dissatisfied Dissatisfied Satisfied

Very Satisfied NR Total Very Satisfied Satisfied Dissatisfied Very Dissatisfied 0 10 20 30 40 50 60 70 2 11 62 45 5 125 2% 9% 50%

36% 4% 100% Q4: Are you satisfied with the way your concerns are handled? 4. Are you satisfied with the way your concerns are handled? Very Satisfied Satisfied Dissatisfied Very Dissatisfied 0 10 20 30 40 50 60 Very Dissatisfied Dissatisfied Satisfied Very Satisfied NR Total 5

12 55 47 6 125 4% 10% 44% 38% 5% 100% Q5: Overall, how satisfied are you with the services and supports you or your family member receives? Very Dissatisfied Dissatisfied Satisfied Very Satisfied NR Total Very Satisfied Satisfied Dissatisfied Very Dissatisfied 0 10 20 30

40 50 60 70 2 9 62 46 6 125 2% 7% 50% 37% 5% 100% Q6: Do you feel the services and supports you are receiving are making a positive difference in your life or the life of your loved one? Very Dissatisfied Dissatisfied Satisfied Very Satisfied NR Total Very Satisfied Satisfied

Dissatisfied Very Dissatisfied 0 10 20 30 40 50 60 3 11 52 55 4 125 2% 9% 42% 44% 3% 100% Q7: Employees are knowledgeable/welltrained. Strongly Disagree Disagree Agree

Strongly Agree NR Total Strongly Agree Agree Disagree Strongly Disagree 0 10 20 30 40 50 60 70 80 3 11 71 35 5 125 2%

9% 57% 28% 4% 100% Q8: Employees are helpful. Strongly Disagree Disagree Agree Strongly Agree NR Total Strongly Agree Agree Disagree Strongly Disagree 0 10 20 30 40 50 60

70 80 1 7 67 45 5 125 1% 6% 54% 36% 4% 100% Q9: Employees are respectful/courteous. Strongly Disagree Disagree Agree Strongly Agree NR Total Strongly Agree Agree Disagree Strongly Disagree 0

10 20 30 40 50 60 70 80 1 5 75 39 5 125 1% 4% 60% 31% 4% 100% Q10: Employees are responsive to my needs. Strongly Disagree Disagree Agree Strongly Agree

NR Total Strongly Agree Agree Disagree Strongly Disagree 0 10 20 30 40 50 60 70 80 1 5 68 42 9 125 1% 4%

54% 34% 7% 100% Q11: Employees are available when needed. Strongly Disagree Disagree Agree Strongly Agree NR Total Strongly Agree Agree Disagree Strongly Disagree 0 10 20 30 40 50 60 70

80 1 8 68 42 6 125 1% 6% 54% 34% 5% 100% Q12: Employees return my calls and follow-up on requests. Strongly Disagree Disagree Agree Strongly Agree NR Total Strongly Agree Agree Disagree Strongly Disagree 0

10 20 30 40 50 60 70 1 13 65 39 7 125 1% 10% 52% 31% 6% 100% Q13: Employees take my schedule into consideration. Strongly Disagree Disagree Agree Strongly Agree NR Total

Strongly Agree Agree Disagree Strongly Disagree 0 10 20 30 40 50 60 70 80 1 5 70 45 4 125 1% 4% 56% 36%

3% 100% Q14: Employees have a positive attitude. Strongly Disagree Disagree Agree Strongly Agree NR Total Strongly Agree Agree Disagree Strongly Disagree 0 10 20 30 40 50 60 0 13 56

53 3 125 0% 10% 45% 42% 2% 100% Q15: Were you or your loved one invited to your annual plan meeting? 120 Yes No NR Total 100 80 60 40 20 0 Yes No NR 100 80% 11 9% 14 11%

125 100% Q16: Residential Services Only: Do you or your loved one participate in Community Outings? 70 Yes No Total 60 50 52 N/A or No Response 40 30 20 10 0 Yes No NA/NR 62 85% 11 15% 73 100% Q17: Residential Services Only: Are you or your loved one satisfied with the residence (location, maintenance, roommate etc.)?

70 Yes No Total 60 50 52 N/A or No Response 40 30 20 10 0 66 90% 7 10% 73 100% Yes No NA/NR Q18: Day Services Only: Are you or your loved one satisfied with how you spend your time at the day program? 80 Yes No Total 70

60 40 N/A or No Response 50 40 30 20 10 0 75 88% 10 12% 85 100% Yes No NA/NR Q19: Would you recommend Thrive Upstate services to someone else? 120 100 80 110 88% No 9 7%

NR 6 5% Total 60 40 20 0 Yes Yes No NR 125 100% Q20: What other information would you like to share with us that will help us improve our services at Thrive Upstate? My loved one is very happy at her residence. We love the manager. I really appreciate Thrive Upstate, they were there for me and my daughter.

Need better communication. High turnover is concerning. More community outings. I would like more life skills training so I can move to an SLP I or II. Our son loves going to the day program. Not only does he feel safe and loved, we do too! Staff go above and beyond the call of duty. Q20: Comments Continued We dont get to choose the work. Sometimes not enough work to do. More community outings. More job skills training. The HASCI staff are the best! They are superior.

Without services I would just sit home watching TV. My family really enjoys the plays. Need more HASCI services. Need more respite. We love our E/I and Thrive Upstate! Caseloads are high. 23 Common Themes- Areas for Improvement More Community Outings/Integration Opportunities for More Work Increased Job/Life Skills Training More Opportunities for Daily Exercise and Better Nutrition

Less Staff Turnover Improve Communication 24 Common Themes- Positives to Build Upon Good Relationships with Families Service and Supports Give a Sense of Security Long-term Dedicated Employees Strong Advocacy Skills 25 Alicia Grubel Quality Assurance Director O 864- 679-0220 x3567 26

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