|
2002
Report Card on Client Satisfaction
| The data for this Report Card were obtained from a survey conducted between January 2000 and October 2001 by Herbert & Louis, LLC, an independent research and evaluation company. The survey consisted of statements designed to measure the degree of client satisfaction. A total of 1135 clients were asked to indicate the level to which they agreed or disagreed with these statements at the time they were discharged from all ChangePoint treatment programs. On average, 89.1 of clients expressed satisfaction with the program, while 7.2% were neutral, and 3.7% indicated dissatisfaction. Although clients expressed a high level of overall satisfaction, especially with educational value and counselor performance, valuable input for improving the program was received from all clients completing the survey. |
|
% Strongly
Agree
|
% Agree
|
% Not Sure
|
% Disagree
|
% Strongly
Disagree
|
|
| EDUCATIONAL VALUE OF PROGRAM | |||||
| Learned about alcohol and drugs |
58.8
|
37.1
|
2.4
|
1.2
|
0.5
|
| Learned about DUII laws |
39.9
|
44.4
|
8.4
|
5.4
|
1.9
|
| Learned about substance abuse and the family |
50.4
|
43.1
|
3.8
|
1.9
|
0.7
|
| Learned about health improvement and managing stress |
42.5
|
47.5
|
6.7
|
2.4
|
0.9
|
| Learned about managing high risk situations and relapse prevention skills |
49.1
|
41.8
|
6.8
|
1.4
|
0.9
|
| RATING OF PROGRAM ELEMENTS | |||||
| Participated in setting goals and understood treatment plan |
38.1
|
53.7
|
5.9
|
1.3
|
1.0
|
| Group discussions worthwhile |
52.3
|
40.2
|
5.3
|
1.8
|
0.4
|
| Listening to other clients worthwhile |
55.6
|
36.6
|
4.9
|
2.6
|
0.4
|
| Self-assessment 1 worthwhile |
37.3
|
44.2
|
11.7
|
5.1
|
1.6
|
| Self-assessment 2 worthwhile |
39.1
|
44.5
|
10.1
|
4.3
|
1.9
|
| Personal aftercare plan worthwhile |
41.9
|
43.8
|
9.8
|
3.1
|
1.4
|
| Group exercises worthwhile |
37.7
|
42.7
|
14.5
|
3.2
|
1.9
|
| Videos worthwhile |
35.4
|
37.8
|
16.6
|
5.7
|
4.5
|
| COUNSELOR PERFORMANCE | |||||
| Made me feel supported and respected |
68.9
|
27.8
|
2.5
|
0.6
|
0.2
|
| Led groups effectively and respected differing opinions |
73.6
|
23.5
|
1.8
|
0.9
|
0.2
|
| Demonstrated understanding of information presented |
58.5
|
34.6
|
5.9
|
0.9
|
0.1
|
| Demonstrated knowledge of community resources |
72.6
|
26.0
|
1.0
|
0.3
|
0.2
|
| Respected needs of group and cultural values of members |
72.7
|
24.7
|
1.8
|
0.5
|
0.3
|
| Controlled unhealthy and inappropriate behavior of group members |
55.1
|
33.3
|
7.2
|
1.6
|
2.9
|
| CLIENT SATISFACTION | |||||
| Would recommend ChangePoint to family member or friend with similar problems |
54.9
|
31.9
|
9.5
|
2.0
|
1.7
|
| Would return to ChangePoint if required future help |
56.9
|
28.9
|
9.0
|
2.1
|
3.0
|
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Phone: (503) 253-5954 Fax: (503) 253-4643
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