2014 NIATx Project: Customer Intake Satisfaction Results
Customer input drove the 2014 NIATx Project's goal to improve consumer satisfaction with intake and assessment processes. The project involved multiple counties and focused on streamlining services based on customer feedback, leading to positive results in terms of satisfaction levels with various aspects of the intake process.
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2014 NIATx Project One Person, One Assessment, One Plan
Executive Sponsor: Larry Winter Team Leader: Jill Chaffee Team Members: Melissa Christopherson Chippewa County Dawn Dachel Consumer Representative Tim Easker Chippewa County Denise Eder Chippewa County Ron Kiesler Pierce County Tom LaMartina Chippewa County Carol Nedland Pepin County Dorothy Peters Consumer Representative Paula Platzek Barron County
Customer Input was at the core of our project. Customer s said Too many assessments before getting the services needed. Staff said Too much paperwork and process to get people the services they need. Customers have been and continue to be engaged in our process. Completed NIATx training with county staff. Part of change team. Completed a walk through. Provided feedback that assisted with the development of the intake satisfaction questionnaire. AIM: While meeting regulatory requirements regarding consumer functional and clinical assessment, increase consumer satisfaction with the intake and assessment process.
The counties of Chippewa, Dunn, Pepin, Pierce, Polk, and Rusk completed a total of 47 customer intake satisfactions in a 4-week time period. Results: Question 2: How satisfied are you with the length of time from your first contact with the agency to the point where you received services? Question 2: How satisfied are you with the length of time from your first contact with the agency to the point where you received services? Question 1: The telephone service directed my call to the appropriate person Question 1: The telephone service directed my call to the appropriate person Question 3: Overall, I have been treated with respect by Human Services staff. Question 3: Overall, I have been treated with respect by Human Services staff. 5 - Strongly Agree 5 - Strongly Agree 24 5 - Strongly Agree 5 - Strongly Agree 5 - Very Satisfied 5 - Very Satisfied 33 24 4 - Agree 4 - Agree 18 4 - Satisfied 4 - Satisfied 4 - Agree 4 - Agree 15 12 3 - Neutral 3 - Neutral 1 3 - Neutral 3 - Neutral 6 3 - Neutral 3 - Neutral 1 2 - Disagree 2 - Disagree 0 2 - Dissatisfied 2 - Dissatisfied 0 2 - Disagree 2 - Disagree 0 1 - Strongly Disagree 1 - Strongly Disagree 1 - Very 1 - Very 0 0 1 - Strongly Disagree 1 - Strongly Disagree 0 0 - NA 0 - NA 0 - NA 0 - NA 4 2 0 - NA 0 - NA 1 0 10 20 30 0 10 20 30 0 10 20 30 40
Question 5: The Human Services staff help me understand how to complete agency paperwork. Question 5: The Human Services staff help me understand how to complete agency paperwork. Question 4: The Human Services staff connect me with the services and resources that meet my needs. Question 4: The Human Services staff connect me with the services and resources that meet my needs. 5 - Strongly Agree 5 - Strongly Agree 5 - Strongly Agree 5 - Strongly Agree 25 23 4 - Agree 4 - Agree 4 - Agree 4 - Agree 16 14 3 - Neutral 3 - Neutral 3 - Neutral 3 - Neutral 5 4 2 - Disagree 2 - Disagree 2 - Disagree 2 - Disagree 0 0 1 - Strongly Disagree 1 - Strongly Disagree 1 - Strongly Disagree 1 - Strongly Disagree 0 0 0 - NA 0 - NA 0 - NA 0 - NA 1 6 0 10 20 30 0 5 10 15 20 25 Not what we expected Why?: New consumers/customers to intake may not have the ongoing experience with the county-based system to give longer-term assessment
One Person One Treatment Informed Consent One Financial Informed Consent One Assessment One Recovery Plan Assessment and Plan apply to the following programs: CCS, CRS, CSP, OP-MH, TCM, CLTS W
Hypothesis: Just because data didnt support a change in paperwork, doesn t mean we should ignore the Customer Input. Implement Paperwork Process across counties of: Buffalo, Chippewa, and Pepin. Continue to engage consumers in process and get their feedback.
