Aged Services Client Satisfaction

Age Services Client Satisfaction Survey Analysis Report - 2015 Page 1
Aged Services Client Satisfaction Survey
Analysis Report August 2015

Contents
1. EXECUTIVE SUMMARY 4
2. ANALYSIS OVERVIEW 6
3. SUMMARY OF OVERALL RESULTS 8
Services received and client status 8
Satisfaction with service 9
Communication and accessing information 11
Diversity and Inclusion 12
4. COMPARISON TO 2012 SURVEY DATA 13
Satisfaction with service comparison 13
Satisfaction with staff comparison 14
Satisfaction with information about services comparison 15
5. APPENDIX: SURVEY 17

1. EXECUTIVE SUMMARY
Topic name: Aged Services Client Satisfaction Survey 2015
Date: Survey
Report August 2015
Audience: Stonnington Aged Services Users
Number of respondents: 673 respondents returned surveys.
Purpose: The Stonnington Aged Services annual client survey aims to
determine the level of client satisfaction with Aged Services.
This information will be used to ensure quality services
continue to be delivered to the community. Where services
are currently not meeting the needs and expectations of
clients, this information will form a better understanding of how
they can be improved through future planning.
Methodology: The Stonnington Aged Services client survey was posted to all
clients and/or carers in receipt of Aged Services. Survey data
was collated on Excel spreadsheets. Where possible, data
was analysed quantitatively and put into a graph.
Due to a change to the survey data management system in
2013, raw numbers for the 2012 survey were not available. In
light of this, comparisons between 2012 and 2015 survey data
have been made using percentages only to maintain the
statistical significance of the data.

Demographics
An analysis of the survey respondent’s sample is shown in the table below. Overall, 673
respondents completed the survey. Of those respondents who provided their personal
details, the majority were females (63.45%). The age group with the greatest representation
was ages 76-85 (45.98%). Only 11 respondents were aged between 0 and 55 years, due to
the majority of Aged Services clients being in older age groups.
% Number
Gender
Male 21.10% 131
Female 63.45% 394
Prefer not to say 15.46% 96
Age Structure
0-5 0.00% 0
6 – 15 0.00% 0
16 – 25 0.31% 2
26 – 35 0.16% 1
36 – 45 0.47% 3
46 – 55 0.79% 5
56 – 65 3.31% 21
66 – 75 18.11% 115
76 – 85 45.98% 292
85 – 100 30.71% 195
100+ 0.16% 1
Post code
3141 10.24% 65
3142 10.71% 68
3143 12.44% 79
3144 11.97% 76
3145 28.82% 183
3146 11.97% 76
3181 13.70% 87
Other 0.16% 1
Key demographics
2015

2. ANALYSIS OVERVIEW
The results of the 2015 Stonnington Aged Services Client Satisfaction Survey indicate that
overall, clients are satisfied with the quality of the services they receive. Of the 674 total
completed, 576 (89.7%) of respondents were filling out the survey as a client of Aged
Services. The responses received expressed high levels of overall satisfaction with the
service, with 88.8% (577 respondents) rating the overall quality as excellent/good. The
respondents who expressed the highest level of overall satisfaction were mostly aged 76-85
(88%/256 respondents) and were most likely to be receiving home maintenance services
(91%/269 respondents).
INFORMATION ABOUT YOU AND THE SERVICES YOU RECEIVE
Question one asked respondents to indicate which services they received from Stonnington
Aged Services, and could select as many options as were applicable to them. Home care
(57%/376 respondents), home maintenance (45%/303 respondents), and spring cleaning
(40%/269 respondents) were the most utilised services among the sample.
Question two asked the respondents whether they were completing the satisfaction survey
on behalf of someone they care for, a family member, for themselves as the service
recipient, or ‘other’. 89.7% of respondents were representing themselves as a service user
(576 of 642 respondents who completed this question).
SECTION ONE – THE SERVICES YOU RECEIVE
Respondents were asked in question three to indicate how highly they rate the services they
receive. Overall satisfaction as a percentage of respondents rating the questions statements
as excellent/good were all over 85% and ranged from 485-577 respondents. The majority of
respondents who rated the overall service as excellent/good were aged 76-85 years
(88%/256 respondents), and were most likely to be receiving home maintenance services
(91%/269 respondents of those who rated the overall service as excellent/good received this
type of service). There was very little variance in satisfaction rates for each of the four
statements, ranging from 88.6% (521 respondents) to 91.6% (577 respondents).
SECTION TWO – THE STAFF WHO PROVIDE SERVICES TO YOU
Satisfaction with Aged Services staff was the focus of question four, which received 632
responses out of 673 total respondents. Overall satisfaction was above 85% as a
percentage of respondents rating the service as excellent/good for all statements. 92.4%
(571 responses) were satisfied (selected excellent/good) for the service they received on the
phone. Satisfaction was most highly reported for recipients of social support services and
specific care, with 100% of recipients of these services expressing satisfaction with over-the-
phone support. 91.4% (574) were satisfied with the promptness of staff when delivering
services and 89.4% (565) were satisfied with the quality of the Aged Service workers who
provided services.

SECTION THREE – INFORMATION ABOUT THE SERVICES YOU RECEIVE
Question five asked respondents to rate their satisfaction with various sources of information
about the services they receive. This included the fees and charges for those services, the
accuracy of their account, the frequency of their care plan review, ability to contact someone
and give feedback, privacy and confidentiality and the ability of Aged Services to provide for
language and cultural needs (e.g. providing interpreters).
Respondents expressed the highest satisfaction with the accuracy of monthly accounts
(93%/543 respondents), with 100% of respondents aged 0-55 years and over 100 years
rating the account accuracy as excellent/good.
The fees and charges for the service/s received had a satisfaction rating of 91% (544
respondents). The quality of information provided by Stonnington Aged Services, such as
the Client Information Handbook and Alfresco magazine received 90% (505 respondents).
The frequency with which care plans and needs are discussed with an Assessment Officer
from Aged Services received a satisfaction level of 73.1% (352 respondents), and
knowledge of who to contact with compliments, complaints, disputes or suggestions received
78% of respondents rating the statement as excellent/good (453 respondents). All other
statements received above 80% satisfaction.
SECTION FOUR - GENERAL QUESTIONS
Question six asked respondents how they would prefer to receive information for various
publications, events and activities. It was a two part question to understand how respondents
would prefer to receive each type of information.
Respondents overwhelmingly preferred to receive newsletter and other publications (e.g.
Alfresco) by mail or hard copy (92%/569 responses). Only 6.5% (40 responses) of
respondents preferred to receive information by email and 1.1% (7 responses) preferred to
access information from the website. 616 from a total of 673 respondents answered this
question.
The preference for hard copy information was further demonstrated with 88.8% (539
respondents) preferring to receive information for booking events, activities and outings by
mail. 10.2% (62 responses) indicated they would like to receive this information by email and
1% (6 responses) selected the website as the preferred information source. 607 of 673
respondents answered this question. Both parts of question six had a lower response rate
than previous questions.
Question seven asked respondents which type of social media they would use to source
information about Aged Services. 98.2% (595 responses) stated that they do not use social
media. 1.8% (11 responses) stated they would use Facebook. Zero respondents indicated
they used Twitter or Instagram, with 606/673 respondents answering this question.

3. SUMMARY OF OVERALL RESULTS
Services received and client status
Q1. Which of the following services do you receive from Stonnington Aged Services?
Q2. Status
56.5%
45.5%
40.4%
6.2%
2.1% 5.0% 3.0%
6.2%
1.7% 0.3%
7.5% 6.2%
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Source: Corporateand CommunityPlanning 2015
Question 1
Numberof respondents:666 of 673
89.7%
5.1%
4.8%0.3%
I am the person receiving the service/s I am the carer I am a family member Other
Question 2

Satisfaction with service
Q3. The services you receive
Q4. The staff who provide your services
50.5%
44.6%
40.3%
45.6%
41.1%
44.0%
48.9%
43.2%
7.5%
9.0%
8.5%
7.1%
0.5%
0.5%
0.7%
0.5%
0.2%
1.2%
0.7%
2.9%
0.0% 20.0% 40.0% 60.0% 80.0% 100.0%
The overall quality of the service/s you receive
from Stonnington Aged Services?
The ability of Stonnington Aged Services to
meet your needs?
The frequency of the services you receive?
The assessment you received in your home
from Stonnington Aged Services, before your
services commenced?
Excellent Good Average/Fair Poor Very Poor Not sure
Question 3
53.6%
53.2%
53.1%
35.8%
38.2%
39.3%
9.7%
7.3%
6.6%
0.5%
0.3%
0.2%
0.2%
0.2%
0.0% 20.0% 40.0% 60.0% 80.0% 100.0%
The quality of the Aged Services workers who
provide services to you in your home and/or in
the community?
The promptness of our staff when providing your
service/s?
The service and attention you receive from the
office staff when you contact Aged Services on
the phone?
Excellent Good Average/Fair Poor Very Poor Not sure
Question 4

Q5. Information about the services you receive
Excellent Good
Average/
Fair
Poor Very Poor Not sure
The quality of the Aged
Services client newsletter
“Windows of Stonnington”?
201 241 37 4 0 23
39.7% 47.6% 7.3% 0.8% 0.0% 4.5%
The accuracy of your monthly
account?
304 239 30 2 1 7
52.1% 41.0% 5.1% 0.3% 0.2% 1.2%
The fees and charges for the
service/s you receive?
269 275 50 1 1 3
44.9% 45.9% 8.3% 0.2% 0.2% 0.5%
The information provided to
you by Stonnington Aged
Services (i.e. Client
Information Handbook,
Alfresco Magazine,
brochures etc.)?
252 253 32 3 3 16
45.1% 45.3% 5.7% 0.5% 0.5% 2.9%
The frequency with which
your care plan and needs are
discussed with an
Assessment Officer from
Aged Services?
114 238 79 18 6 27
23.7% 49.4% 16.4% 3.7% 1.2% 5.6%
Your knowledge of who you
might contact, if you have a
compliment, complaint,
dispute, or suggestion?
173 280 69 21 4 34
29.8% 48.2% 11.9% 3.6% 0.7% 5.9%
The ability of staff and the
service to maintain your
privacy and confidentiality?
236 253 22 1 0 40
42.8% 45.8% 4.0% 0.2% 0.0% 7.2%
The ability of Stonnington
Aged Services to provide for
your language and cultural
needs e.g. interpreters,
written information in your
language, specific cultural
requests (if applicable)?
91 92 16 3 1 5
43.8% 44.2% 7.7% 1.4% 0.5% 2.4%
Source: Corporate and Community Planning 2015

Communication and accessing information
Q6a. How would you prefer to receive or provide information for our newsletter and
other publications (e.g. Alfresco)?
Q6b. How would you prefer to receive or provide information for booking events,
activities and outings?
92.4%
6.5% 1.1%
By mail or hard copy By email On Council's webpage
Question 6a
10.2%
1.0%
88.8%
By email On Council's webpage By mail
Question 6b

Q7. Using social media
Diversity and Inclusion
Q8. Have you felt welcome in our service?
1.8%
98.2%
Twitter Instagram Facebook I don’t use Social Media
Question 7
96.9%
3.1%
Yes No
Question 8

4. COMPARISON TO 2012 SURVEY DATA
Satisfaction with service comparison
Excellent Good Average/Fair Poor Very Poor Not Sure Not Applicable
2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015
The overall quality of
the service/s you
receive from
Stonnington Aged
Services?
47.10% 49.52% 44.90% 40.65% 6.30% 7.10% 1.00% 0.32% 0.00% 0.48% 0.20% 0.16% 0.50% 1.77%
The ability of
Stonnington Aged
Services to meet your
needs?
38.40% 43.66% 51.00% 43.32% 6.20% 8.56% 1.60% 0.68% 0.30% 0.51% 1.20% 1.20% 1.20% 2.05%
The frequency of the
services you receive to
meet your needs?
35.30% 37.89% 51.30% 46.49% 8.40% 8.07% 1.00% 0.88% 0.20% 0.70% 0.70% 0.70% 3.10% 5.26%
The assessment you
received in your home
from Stonnington Aged
Services before you
commenced services?
47.50% 41.77% 40.30% 39.69% 5.40% 6.24% 0.00% 0.52% 0.20% 0.52% 2.50% 2.77% 4.10% 8.49%
Comparison to 2012 results shows a slight increase in the excellent rating for satisfaction with the overall quality of services (increased from 47.1%
in 2012 to 49.52% in 2015). Ratings of excellent also slightly increased for the ability of Aged Services to meet client needs (from 38.4% to 43.66%),
and the frequency of services (from 35.3% to 37.89%).
A decrease in satisfaction with the assessment prior to commencing services was noted from 2012 to 2015. Ratings of the assessment fell from
47.5% in 2012 to 41.77% in 2015. However, this may be due to the increase in respondents selecting not applicable (from 4.10% to 8.49%) for this
statement.

Satisfaction with staff comparison
Excellent Good Average/Fair Poor Very Poor Not Sure Not Applicable
2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015
The quality and the
abilities of the Aged
Services workers that
provide services to you
in your home and/or
the community?
49.70
%
52.50
%
39.70
%
36.03
%
7.30% 9.37% 0.90% 0.32% 0.30% 0.48% 0.00% 0.16% 2.00% 1.13%
If our staff are on time
when providing your
service/s?
49.10
%
52.44
%
41.10
%
37.99
%
6.90% 7.31% 1.00% 0.97% 0.30% 0.32% 0.00% 0.00% 1.50% 0.97%
The service and
attention you receive
from the office staff you
speak on the phone
when you contact Aged
Services?
52.60
%
51.86
%
39.00
%
38.25
%
5.10% 6.48% 1.90% 0.65% 0.20% 0.16% 0.20% 0.16% 1.20% 2.43%
Increases of approximately 3% in excellent ratings for the quality and punctuality off Aged Services staff were observed from 2012 to 2015. The
service and attention receive from office staff over the phone saw a slight decrease, from 52.6% to 51.86% for excellent ratings and from 39% to
38.25% for good ratings.

Satisfaction with information about services comparison
Excellent Good Average/Fair Poor Very Poor Not sure Not applicable
2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015 2012 2015
The quality of the Aged
23.80% 28.97% 47.40% 41.19% 8.10% 6.11% 0.70% 0.70% 0.20% 0.00% 5.10% 4.01% 14.70% 19.02%
The accuracy of your
monthly account?
47.50% 48.76% 40.20% 39.37% 4.50% 4.78% 0.00% 0.33% 0.00% 0.16% 1.80% 1.15% 6.10% 5.44%
The fees and charges for
the service/s you receive?
42.80% 44.10% 45.10% 45.08% 8.60% 8.20% 0.20% 0.16% 0.00% 0.16% 0.70% 0.49% 2.70% 1.80%
The information provided to
you about the services
provided by Stonnington
Aged Services
36.30% 41.79% 46.70% 41.96% 5.90% 5.31% 0.70% 0.50% 0.00% 0.50% 2.50% 2.65% 7.90% 7.30%
The frequency of discussion
of your needs and care plan
with an Assessment Officer
from Aged Services?
21.00% 19.22% 37.80% 40.13% 13.80% 13.32% 4.60% 3.04% 0.60% 1.01% 5.20% 4.55% 17.10% 18.72%
Your knowledge of the
feedback process, for
instance who you might
contact, if you have a
compliment, complaint,
dispute, or suggestion?
21.50% 28.79% 46.40% 46.59% 12.80% 11.48% 6.90% 3.49% 0.70% 0.67% 6.30% 5.66% 5.40% 3.33%
The ability of staff and the
service to maintain your
40.30% 40.76% 44.80% 43.70% 4.30% 3.80% 0.50% 0.17% 0.20% 0.00% 5.00% 6.91% 4.90% 4.66%
The ability of Stonnington
Aged Services to meet and
provide for your language
and cultural
18.30% 17.47% 15.20% 17.66% 3.70% 3.07% 1.40% 0.58% 0.20% 0.19% 3.00% 0.96% 58.10% 60.08%

Satisfaction with the Aged Services newsletter “Windows of Stonnington” received an increase in
the excellent rating of 5.17% (from 23.8% to 28.97%), and the information provided by Aged
Services received a similar increase of 5.19% (from 36.3% to 41.79%). Knowledge of who to
contact with feedback or suggestions also saw a significant increase in the excellent rating, from
21.5% in 2012 to 28.79% in 2015.
The frequency of care plans and needs being reviewed with an Assessment Officer received a
slightly decreased rate of the excellent rating from 21% in 2012, to 19.22% in 2015. The rating of
this statement as good however, increased from 37.8% to 40.13%, indicating a similar overall
satisfaction (respondents rating it as excellent/good) between 2012 and 2015. The ability of Aged
Services to meet language and cultural needs also saw a slight decrease (18.3% to 17.47%) of the
excellent rating, but a slight increase of the good rating (15.2% to 17.66%). All other statements saw
a slight increase in the excellent rating ranging from approximately 1-2%.

5. APPENDIX: SURVEY
AGED SERVICES CLIENT SATISFACTION
SURVEY
-2015-
Privacy Statement
The information provided in this survey will be used by the City of Stonnington to
assist in the provision, planning and development of Council services. Information
provided by you will only be used for the purposes for which it was collected and will
not be disclosed to any outside organisation or third party. Individuals about whom
“personal information” is provided may apply to the Privacy Officer by telephoning
8290 1333 for access to, or correction of, the information.
About this Survey
Stonnington Aged Services annual client survey is provided to each client and/or
carer in receipt of services to find out your level of satisfaction with the services you
receive from Aged Services. We will use this information to help us ensure we
provide quality services to the community. Where services are currently not meeting
the needs and expectations of clients, this information helps us to better understand
how they can be improved through future planning.
This survey will only take a few minutes to complete. We ask that you rate your level
of satisfaction with the service/s you receive from Stonnington Aged Services by
ticking your selected response.
If you would like to complete this survey and require assistance, please contact Aged
Services on 8290 3224 so that we can help you.
Please return your survey in the enclosed reply paid envelope by Monday 22 June
2015. Alternatively, please go to www.stonnington.vic.gov.au/agedservicessurvey to
complete the survey online.

Q1. Which of the following services do you receive from Stonnington Aged
Services? (Tick more than one if applicable)
 Home care
 Home Maintenance
 Spring Cleaning
 Personal care
 Centre based meals
 Planned Activity Group
 Respite care
 Delivered meals
 Social Support
 Specific care
 Community Transport
 Assisted Shopping
Q2. Please indicate what best represents you:
I am the person receiving the service/s
I am the carer
I am a family member
Other (please specify)
__________________________________________________________
Q3. THE SERVICES YOU RECEIVE

How do you rate:
Excellent Good
Average/
Fair
Poor
Very
Poor
Not
sure
Not
applicable
A. The overall quality of the
service/s you receive from
Stonnington Aged Services?
      
B. The ability of Stonnington
Aged Services to meet your
needs?
      
C. The frequency of the
services you receive?
      
D. The assessment you
received in your home from
Stonnington Aged Services,
before your services
commenced?
      
Excellent Good
Average/
Fair
Poor
Very
Poor
Not
sure
Not
applicable
A. The quality of the Aged
Services workers who provide
services to you in your home
and/or in the community?
      
B. The promptness of our staff
when providing your service/s?
      
C. The service and attention
you receive from the office
staff when you contact Aged
Services on the phone?
      
Q4. THE STAFF WHO PROVIDE YOUR SERVICES
How do you rate:

Q5. INFORMATION ABOUT THE SERVICES YOU RECEIVE
How do you rate:
Excellent Good
Average/
Fair
Poor
Very
Poor
Not
sure
Not
applicable
A. The quality of the Aged
      
B. The accuracy of your
monthly account?
      
C. The fees and charges for
the service/s you receive?
      
D. The information provided
to you by Stonnington Aged
Services (i.e. Client
Information Handbook,
Alfresco Magazine,
brochures etc.)?
      
E. The frequency with which
your care plan and needs
are discussed with an
Assessment Officer from
Aged Services?
      
F. Your knowledge of who
you might contact, if you
have a compliment,
complaint, dispute, or
suggestion?
      
G. The ability of staff and
the service to maintain your
      
H. The ability of Stonnington
Aged Services to provide for
your language and cultural
needs e.g. interpreters,
written information in your
      

Excellent Good
Average/
Fair
Poor
Very
Poor
Not
sure
Not
applicable
language, specific cultural
requests (if applicable)?
GENERAL QUESTIONS
Q6a. Aged Services is exploring ways to best communicate with, and provide information
to clients. How would you prefer to receive or provide information for newsletters and
other publications (e.g. Alfresco)?
By mail
Or hard
copy
By
email
On
Council’s
webpage
Our newsletter and other publications
(e.g. Alfresco).
  
Q6b. Aged Services is exploring ways to best communicate with, and provide
information to clients. How would you prefer to receive or provide information
for bookings events, activities and outings?
By email On
Council’s
webpage
By
phone
Bookings for events, activities and
outings.
  

Q7. Which of the following types of social media would you use, to find out about
Aged Services?
 Twitter
 Instagram
 Facebook
 I don’t use social media
Q8. Aged Services is committed to providing services to our diverse community,
including (but not limited to) cultural diversity, sexual and gender diversity, age,
health, socio-economic status, faith and spirituality and those of ATSI
background. Have you felt welcome in our service?
Yes
No
INFORMATION ABOUT YOU
Q9. Please indicate your age group (or the age group of the client if you are the
carer/family/other)
 0 - 5  56 - 65
 6 -15  66 - 75
 16 - 25  76 - 85
 26 - 35  86 - 100
 36 - 45  Over 100 years old
 46 - 55

Q10. How long have you been receiving Stonnington Aged Services?
 Less than 6 months
 6 – 12 months
 12 – 18 months
 18 months – 2 years
 2 – 5 years
 More than 5 years
Q11. What is your postcode?
 3141  3145
 3142  3146
 3143  3181
 3144  Other (please specify)
__________________
Q12. What country were you born in?
 Australia  Poland
 United Kingdom  India
 Greece  China
 Italy  Ukraine
 Russian Federation  Germany

 Sri Lanka  Other (Please specify)
________________________________________
Q13. Do you speak a language other than English at home?
 No (skip to Q15)
 Yes
Q14. What other languages other than English at home? (Tick more than one if
applicable)
 Greek
 Russian
 Italian
 Polish
 Cantonese
 Mandarin
 Spanish
 Hungarian
 Turkish
 Other (Please specify)
__________________________________________________________
Q15. Preferred gender:
 Male

 Female
 Prefer not to say
Q16. Are you of Aboriginal or Torres Strait Islander (ATSI) origin?
 Yes
 No
Thank you for completing the survey, please return by Monday 22 June 2015 in
the reply paid envelope. Alternatively, please go to
www.stonnington.vic.gov.au/agedservicessurvey to complete the survey online.

Aged Services Client Satisfaction

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