1. Family & Community Services
Client Feedback Results
September 2012 – December 2013

2. Survey Overview
• The sample consists of clients who had engaged in a Family &
Community Services program from September 2012 – December
2013 in Victoria and Tasmania (n=89)
• This is the second reporting of the revised system, implemented in
September 2012
– September – December 2012 (baseline data, n=26)
– January – December 2013 (follow up data, n=63)
• Annual reporting to identify and report trends
• Data collected via paper-based survey at program conclusion
– Subject to further refinement in 2014
• Participation was entirely voluntary

3. State (%)
In 2013 there was a significant increase of survey response
from Tasmania. However in total, the survey response was fairly
evenly distributed across both states.
88.5
38.1
52.8
11.5
61.9
47.2
2012 (n=26) 2013 (n=63) Total (89)
Victoria Tasmania

4. Location (%)
Overall, most surveys have come from Melbourne (53.9%), followed by
Launceston (25.8%) and Hobart (19.1%)
88.5
39.7
53.9
1.6 1.1
11.5
31.7
25.827.0
19.1
2012 (n=26) 2013 (n=63) Total (89)
Melbourne Bendigo Launceston Hobart

5. Baptcare Program (%)
Most respondent’s were from the Disability Gateway (16.1%),
followed by Foster Care (13.8%) and the Integrated
Family Services programs (13.7%)
1.1
1.1
1.1
2.0
2.3
2.3
4.6
9.2
9.2
9.2
12.6
13.7
13.8
16.1
0 5 10 15 20
Families First (n=1)
TYSS (n=1)
Home Start (n=1)
Disability Active Monitoring Service (n=2)
LAC (n=2)
Grandparents Supporting Grandchildren (n=2)
PND (n=4)
Kinship care (n=8)
PASDS (n=8)
Gateway (Family Services) (n=8)
Family Active Holidays (n=11)
IFS (n=12)
Foster care (n=12)
Gateway (Disability) n=14)

6. Client Satisfaction Questionnaire
• CSQ is used worldwide to measure and assess client
satisfaction with health and human services
• It is self administered, with data collected at the end of
services
• Responses are based on a four-point scale
• All questions are positively worded, however the
direction of response options span the range from very
negative to very positive, and the numerical anchors are
randomly reversed to minimise stereotypical responses
• Tool has been tested for reliability and validity
• Overall score of satisfaction is produced

7. Quality of Service (%)
Client’s rating of their quality service has remained high since
2012 (95.6% ‘excellent’ or ‘good’ in total).
53.8 56.3 55.6
42.3
39.1 40.0
3.1 2.23.8 1.6 2.2
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Excellent Good Fair Poor

8. Received Expected Service (%)
In 2013 there has been an increase in the proportion of clients
reporting they ‘definitely’ received the service they expected
(67.2% v 61.5% in 2012)
3.8 1.6 2.23.8 4.7 4.4
30.8
26.6 27.8
61.5
67.2 65.6
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
No, definitely not No, not really Yes, generally Yes, definitely

9. Extent Service Met Needs (%)
In 2013, there was a significant increase in the proportion of clients
who reported that ‘all of their needs have been met’ (66.7%)
compared to 2012 (52.0%)
52.0
66.7
62.5
24.0
9.5
13.612.0
14.3 13.612.0
4.8 6.84.8 3.4
2012 (n=26) 2013 (n=63) Total (n=89)
All of my needs have been met Almost all of my needs have been met
Most of my needs have been met Only a few of my needs have been met
None of my needs have been met

10. Reasons For Unmet Need
• “When DHS staff are on leave there is no one to take calls (case
worker or team leader) and phone calls are not returned.”
• “The holiday was great however the family needs regular holidays
together rather than one-off.”
• “We had a very prolonged waiting period between applying and
going on the holiday.”
• “Sometimes you feel that you are not being understood. Sometimes
I believe an issue can be over investigated when just asking and
discussing may have been all that is needed.”
• “Good suggestions but didn't work for us.”
• “Lack of communication, I felt more confident working out stuff on
my own.”

11. Recommend Service to Friends or
Family if Needed (%)
In 2013, there was a significant increase in the proportion of client’s reporting
they would ‘definitely recommend’ a Baptcare service to friends
and family compared to 2012 (77.4% v 60.0%)
4.0 1.1
12.0
4.8 6.9
24.0
17.7 19.5
60.0
77.4
72.4
2012 (n=26) 2013 (n=63) Total (n=89)
No, definitely not No, I don't think so Yes, I think so Yes, definitely

12. Satisfaction with Amount of
Assistance/Support (%)
Since 2012, clients have reported an increase in being ‘mostly satisfied’
with the amount of assistance they have received.
11.5
6.5 8.07.7
3.2 4.5
19.2
29.0
26.1
61.5 61.3 61.4
2012 (n=26) 2013 (n=63) Total (n=89)
Quite dissatisfied Indifferent or mindly satisfied
Mostly satisfied Very satisfied

13. Services Helped to Improve
Situation (%)
In total, over 8 out of 10 clients report that their Baptcare service
helped to improve their situation ‘a great deal’ or ‘somewhat’
(86.7%).
40.0
59.0
49.5
40.0
34.4
37.2
20.0
4.9
12.5
1.6 1.6
2012 (n=7) 2013 (n=63) Total (n=70)
Yes, They helped a great deal Yes, they helped somewhat
No, they didn't really help No, they seemed to make things worse

14. Overall Satisfaction with Service
(%)
Overall, just over 9 out of 10 clients are ‘very’ or ‘mostly’ satisfied
with their Baptcare service (93.3%).
61.5
68.3 66.3
30.8
25.4 27.0
3.8 4.8 4.53.8 1.6 2.2
2012 (n=26) 2013 (n=63) Total (n=89)
Very Satisfied Mostly Satisfied Indifferent or mildly satisfied Quite dissatisfied

15. Client Satisfaction Questionnaire
• Baseline cut of data (in 2012) produced an overall score
of 85.7% (n=26)
• The follow-up data (in 2013), produced a score of 87.0%
(n=63)
• In TOTAL, the current CSQ score sits at 86.4% (n=89)

16. Service Attributes
• The following slides present data collected on a range of service-
related attributes
– Presented as time series data
• All respondents were asked how much they agreed or disagreed
with each statement (using a 5 point scale)
• Results are presented as % who ‘strongly agree’ or ‘agree’
• All results are based off the total sample, n=89

17. It was easy and straightforward to
contact Baptcare
(%)
Overall, almost 9 out of 10 clients agreed they could easily contact
Baptcare (88.9%).This figure has remained stable since 2012.
40.0 39.1 39.3
48.0
51.6 50.6
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
88.0% 90.7% 89.9%

18. My personal information was kept
confidential
(%)
In total, virtually all clients reported their information was kept confidential
(94.4%), however compared to 2012, there has been a slight decline in the
overall level of agreement.
53.8
68.8
64.4
46.2
23.4
30.0
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
100.0% 92.2% 94.4%

19. There was not much of a delay before
receiving the service
(%)
In total, three quarters of all clients reported not having much of a delay
before their service started (77.0%). From 2012 to 2013 there
was a significant increase in those who ‘strongly agreed’ with this
statement however the overall level of agreement has declined.
87.5%
29.2
42.9
39.1
58.3
30.2
37.9
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
87.5% 73.1% 77.0%

20. Baptcare staff were respectful towards
me
(%)
Virtually all clients reported Baptcare staff being respectful towards them
(97.8%). There has been an increase in the proportion of clients that
‘strongly agreed’ with this statement between 2012 and 2013.
92.3% 100.0% 97.8%

21. Given clear information about available
services
(%)
9 out of 10 clients were given clear information about available services
(89.8%). This figure has remained fairly consistent since 2012.
87.5% 90.6% 89.8%

22. My human rights and dignity were
respected
(%)
Between 2012 and 2013, there has been an 8% increase in the overall
level of agreement of clients reporting that their human rights
and dignity were respected (96.9% in 2013 v 88.5% in 2012).
88.5% 96.9% 94.4%

23. I was told that if children or others are at risk, this
information may be passed on to authorities
(%)
Despite the high level of agreement overall (84.5%), the level of those who
‘strongly agreed’ with this statement increased between 2012-2013,
coupled with a decrease in the proportion of those who just ‘agreed.’
42.3
51.7 48.8
42.3
32.8 35.7
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
84.6% 84.5% 84.5%

24. I was asked for consent for personal information to
be given to other services
(%)
Despite the increase in the proportion of clients who ‘strongly
agreed’ with this attribute from 2012-2013, the overall level of
agreement has remained consistent (87.2%)
42.9
55.6 54.3
42.9
31.7 32.9
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
85.8% 87.3% 87.2%

25. My needs were understood and
respected
(%)
From 2012 to 2013 there has been a significant increase in the proportion
of clients reporting that their needs were understood and
respected (from 88.5% in 2012 to 95.2% in 2013)
42.3
61.9
56.2
46.2
33.3
37.1
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
88.5% 95.2% 93.3%

26. I was listened to and given choices
(%)
In 2013, there was a significant increase in the proportion of clients
who reported they ‘strongly agreed’ that they were listened to
and given choices (61.9% v 42.3% in 2012)
42.3
61.9
56.2
46.2
30.2
34.8
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
88.5% 92.1% 91.0%

27. I was told how to make a complaint if I
wasn’t happy with Baptcare
(%)
The majority of clients were told how to make a complaint if they were
unhappy with their Baptcare service (82.7%). This has
remained fairly stable since 2012.
44.0
48.4 47.1
36.0 35.5 35.6
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
80.0% 83.9% 82.7%

28. My Baptcare worker was flexible and
reasonable
(%)
In 2013, there was 8% increase in the proportion of clients who agreed
overall that their care worker were flexible and reasonable
compared to 2012 (96.9% v 88.5%)
46.2
59.4
55.6
42.3
37.5 38.9
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
88.5% 96.9% 94.5%

29. I was offered information and given
help to access other services
(%)
Since 2012, there has been a 6.8% increase in the proportion of clients that
agreed they were offered information and given help to access other
services (82.8% in 2013 v 76.0% in 2012).
36.0
53.1
48.3
40.0
29.7 32.6
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
76.0% 82.8% 80.9%

30. My Baptcare worker developed a plan
to reach my goals
(%)
Despite the slight decrease in 2013 in the proportion of clients who ‘strongly
agreed’ with this attribute, the overall level of agreement has
increased during the last two years.
42.9
38.1 38.6
28.6
38.1 37.1
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=7) 2013 (n=63) Total (n=70)
Strongly Agree Agree
71.5% 76.2% 75.7%

31. Baptcare made sure I understood my
rights and responsibilities
(%)
There has been a significant increase from 2012 to 2013 in the proportion of
clients who ‘strongly agreed’ that Baptcare made sure rights and
responsibilities were understood, however overall agreement
has remained fairly stable
34.6
53.1
47.850.0
35.9
40.0
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
84.6% 87.6%89.0%

32. I felt empowered to make choices and
decisions based on my needs
(%)
In 2013, there was a significant increase in the proportion of clients who
agreed that they felt empowered to make choices and decisions
based on their needs compared to 2012
26.9
50.9
43.2
50.0
36.4
40.7
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=55) Total (n=81)
Strongly Agree Agree
76.9% 87.3% 83.9%

33. I felt prepared and ready for my
Baptcare service to finish
(%)
In 2013 there was a significant decline in the level of overall agreement
of clients feeling prepared and ready for their Baptcare service to end.
The small sample size in 2012 may be influencing this decline.
28.6
43.3 41.8
71.4
33.3
37.3
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=7) 2013 (n=60) Total (n=67)
Strongly Agree Agree
100.0% 76.6% 79.1%

34. I feel more connected to friends and family
since I’ve received my Baptcare service
(%)
In 2013, there has been an 18% decrease in the proportion of clients feeling
more connected to friends and family since engaging with Baptcare.
The small sample size in 2012 may be influencing this decline.
16.7
34.6 32.8
66.7
30.8
34.5
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=7) 2013 (n=60) Total (n=67)
Strongly Agree Agree
83.4% 65.4% 67.3%

35. I am more engaged in my local community
since I’ve received my Baptcare service
(%)
In 2013, there was 26% decrease in the proportion of clients who agreed
that they felt more engaged in their local community compared to the 2012
data. Note, the small base in 2012 may be influencing this
decline.
83.4% 56.6% 59.3%

36. The information, resources and support
provided to me by Baptcare has helped me
feel more confident
(%)
In 2013, there was an increase in the proportion of clients who agreed
feeling more confident with the information and resources provided by
Baptcare compared to 2012
28.0
45.5
40.0
48.0
36.4
40.0
0.0
20.0
40.0
60.0
80.0
100.0
2012 (n=26) 2013 (n=63) Total (n=89)
Strongly Agree Agree
76.0% 81.9% 80.0%

37. Overall rating of service attributes
(% strongly agree or agree)
Attributes Total
Baptcare staff were respectful towards me 97.8
My Baptcare worker was flexible and reasonable 94.5
I was told that my personal information would be kept confidential 94.4
My human rights and dignity were respected by Baptcare 94.4
My needs were understood and respected 93.3
I was listened to and given choices 91.0
It was easy and straightforward to contact Baptcare 89.9
I was given clear information about services available 89.8
Baptcare made sure I understood my rights and responsibilities 87.8
I was asked for consent for personal information to be given to other services 87.2
I was told that if children or others are at risk, this informaiton may be passed on to authorities 84.5
I felt empowered to make choices and decisions based on my needs 83.9
I was told how to make a complaint if I wasn't happy with Baptcare 82.7
I was offered information and given help to acces other services 80.9
The information, resources and support provided to me by Baptcare has helped me feel more confident 80.0
I felt prepared and ready for my Baptcare service to finish 79.1
There was not much of a delay before I started receiving the service/support 77.0
My Baptcare worker developed a plan to reach my goals 75.7
I feel more connected to friends and family since I've received my Baptcare service 67.3
I am more engaged in my local community since I've received my Baptcare service 59.3

38. Best aspects of service
• “Having after hours service provide excellent advice, strategies and support.
They knew the child in question and how to best address issues.”
• “We are able to have a phone interview rather than go into the office.”
• “Being pointed in the right direction. Directed where to go and who to talk to.
Fantastic support and experience with the service.”
• “Friendly worker prepared to listen, comes back with relevant information.”
• “Having someone to talk openly to, working with people who were non-
judgemental.”
• “Having a resource that was helpful and friendly.”
• “Being able to call my Baptcare worker whenever I was most stressed &
overwhelmed, I didn't have to wait till my next session.”
• “Someone actually listening and taking on board what I had to say.”
• “Professionalism and flexibility and respect.”
• “I have learnt to be myself, respect myself and have confidence in myself.
I’ve learnt to say no if I do not agree.”

39. Best aspects of service (cont)
• “The money provided by your service which gave us the flexibility of choice
for our rest time”
• “The convenience of home visits. I have been completely satisfied with my
worker and help received. I will miss my visits with my worker”
• “Lovely and caring workers made me always feel important and
complimented my achievements always :)”
• “Baptcare provided exactly what we required to help our situation.”
• “It lightened the workload enormously for both my husband and my sister,
both physically and mentally. We are all coping much better now. It’s
wonderful”
• “In home service workers were able to see what I was dealing with and the
battles I was facing. It was refreshing for people to really look at my home
life”
• “I was treated well and so was my son. We will definitely benefit from the
holiday. Thank you.”
• “They were there when I needed support.”
• “I know I can always contact Baptcare again if I needed.”

40. Suggested improvements
• “A quicker process to obtain funding.”
• “If possible, reduce the amount of time it takes to get funding.”
• “Length of waiting period was too long- well over 18 months. The interview
process was too long and a bit intrusive.”
• “Instead of a large amount of money in one go I think it would be best to
spread it out for the family with discount vouchers to a special event, ticket
for a musical performance etc.”
• “Make sure there is a duty worker in the office.”
• “More timely responses to phone calls otherwise great service.”
• “Follow up calls after being referred to another service.”
• “More support once the child leaves home.”
• “Some families may need help for longer.”
• “It would be a great idea to have a couple of follow up phone calls after
worker finishes to make sure everything o.k.”

41. Suggested improvements (cont)
• “There were some communication issues, mostly around changing of
workers. I felt that there was a poor continuity of care, although I understand
the situation (changing workers twice) was unavoidable.”
• “Didn’t like changing workers but understood it was necessary, however I
think the handover could have been smoother. I felt that the workers were
lacking cohesiveness.”
• “My Baptcare worker did help on my post natal depression however she
could of help me to a greater level if she had more experience with
someone who has bi-polar.”

42. Summary
• Baptcare attributes were rated consistently high across
most measures, indicating client’s satisfaction with
Baptcare service delivery.
• Top 3 highest rating attributes in 2012:
• I was told that my personal information would be kept confidential
• I felt prepared and ready for my Baptcare service to finish
• Baptcare staff were respectful towards me
• Top 3 highest rating attributes in 2013:
• Baptcare staff were respectful towards me
• My human rights and dignity were respected by Baptcare
• My Baptcare worker was flexible and reasonable
• I was told that my personal information would be kept confidential

43. Summary
• From 2012 to 2013, 70% (n=14) of the service related
attributes (n=20) showed an increase in overall
agreement
• Scope for continual improvement in the areas of:
• Engaging clients in their local community
• Connecting clients to friends and family
• Baptcare workers developing a plan to help clients
to reach their goals