Family & Community ServicesClient Feedback Results September 2012 – July 2015

1. Family & Community Services
Client Feedback Results (Overall)
September 2012 – July 2015
August 2015
Baptcare Research Unit

2. Survey overview
• The sample consists of clients who had engaged in a Family &
Community Services program from September 2012 –July 2015 in
Victoria and Tasmania
• This is the fourth reporting of the revised system, implemented in
September 2012
• 475 surveys returned in total
– September – December 2012 (baseline data, n=26)
– January – December 2013 (follow up data, n=63)
– January – December 2014 (follow up data, n=102)
– January – July 2015 (follow up data, n= 284)
• Data collected via paper-based survey
2

3. State (%)
3
Survey response by state has remained fairly stable
over the past 12 months, with a slightly higher
(overall) response achieved from Tasmania (52%).
88
38 42
49 48
12
62 58
51 52
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
Victoria Tasmania

4. Location (%)
4
Overall, most surveys have come from Melbourne
(45%) followed by Hobart (27%) and Launceston
(24%).
88
40 41 44 45
2 1
6 4
12
32 29
21 2427 29 29 27
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
Melbourne Bendigo Launceston Hobart

5. Main response by Baptcare program (%)
5
Most respondent’s were from Disability ISP (11%),
Disability (FAH, 10%) and IFSS (10%)
3
4
4
6
7
7
7
8
10
10
11
0 2 4 6 8 10 12 14
Family Services - IFS
Family Services - HomeStart
Disability - Flexi Respite Program
Disability - LAC
Gateway Family Services (unspecified)
Mental Health - MICare
Gateway - Info, Referral and Assessment
Gateway Disability (unspecified)
Integrated Family Support Services
Disability - Family Active Holiday
Disability - ISP

6. Client Satisfaction Questionnaire (CSQ)
• 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 (see slide 16)
6

7. Quality of service (%)
7
Rating of the quality of service received by FACS
clients has remained high since 2012 (94%
‘excellent’ or ‘good’ response overall).
54 56
77 76
72
42
39
14
19
22
3 5 4 44 2 4 2 2
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
Excellent Good Fair Poor

8. Received expected service (%)
8
In total, over nine in ten clients (93%) ‘definitely’ or
‘generally’ received the service they expected.
4 2 3 2 1
4 5 6 5 6
31
27
19
24 23
62
67
72 69 70
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
No, definitely not No, not really Yes, generally Yes, definitely

9. Extent service met needs (%)
9
In total, eight in ten clients (81%) had ‘all’ or ‘almost
all’ of there needs met by the service they were
engaged with.
52
67 66
69 67
24
10
14 14 1412 14 14
11 1212
5 6 6 65
0 0 1
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
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 needs (2015)
• ‘My Homestay program has taken a long time to finalise
due to staff turnover.’
• ‘The service was unable to give me an accurate
assessment and referral that I expected.’
• ‘More about the child’s needs rather than mine.’
• ‘Been waiting for years for a package, no help buying a
wheelchair.’
• ‘Unable to get respite (not at fault of the agency).’
• ‘Need more help with personal profile done on the child
and help with the NDIS and understanding the forms.’
10

11. Reasons for unmet needs (2015)
• ‘I only started 6 weeks ago and still working on my
needs.’
• ‘Since application assessment was approved no more
has been done. I’ve rung and left a message but still no
response.’
• ‘Not enough funding or hours able to be allocated.’
• ‘I’m honestly not sure of Baptcare’s role.’
• ‘Our needs cant be met due to a lack of funding.’
• ‘We are still finding out specifically what needs and
services are available.’
11

12. Recommend service to friends or family (%)
12
Three quarters of clients would ‘definitely’ recommend their
service to friends or family if needed. This has remained
stable since 2013.
4 5
2
12
5 5 4 5
24
18
12
17 17
60
77 78 78 77
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
No, definitely not No, I don't think so Yes, I think so Yes, definitely

13. Satisfaction with amount of assistance/support
(%)
13
The proportion of clients ‘mostly’ or ‘very satisfied’
with the amount of assistance/support received has
remained at a high level since 2012. This currently
sits at 88% overall.
12
6
10
6 78
3
9
4 5
19
29
17
21 21
62 61
65
70
67
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
Quite dissatisfied Indifferent or mindly satisfied
Mostly satisfied Very satisfied

14. Services helped to improve situation (%)
14
Since 2014 the proportion of clients reporting their
services ‘helped a great deal’ has remained high and
stable at 70% in total
40
59
72 73
70
40
34
20
23 24
20
5
9
4 5
2 0 0 0
2012 (n=7) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
Yes, They helped a great deal Yes, they helped somewhat
No, they didn't really help No, they seemed to make things worse

15. Overall satisfaction with service (%)
15
Since 2014 the proportion of clients reporting they
are ‘very satisfied’ with their service has remained
high and stable. In total, 94% are ‘very’ or ‘mostly’
satisfied with their service.
62
68
76 74 73
31
25
18 20 21
4 5 5 4 54 2 1 1 2
2012 (n=26) 2013 (n=63) 2014(n=102) 2015(n=284) Total (n=475)
Very Satisfied Mostly Satisfied Indifferent or mildly satisfied Quite dissatisfied

16. Client Satisfaction Score
• Baseline cut of data in 2012 produced an overall score of 86/100 (n=26),
caution – small sample size
• Second cut of data in 2013 produced a score of 87/100 (n=63)
• Third cut of data in 2014 produced a score of 89/100 (n=102)
• Fourth cut of data in 2015 produced a score of 90/100 (n=284)
• OVERALL, the current CSQ score sits at 90/100 (n=485)
16

17. Rating of service attributes 2015
(% strongly agree or agree)
17
Attribute Total % (2015)
My human rights and dignity were respected by Baptcare 97
I was told that my personal information would be kept confidential 96
I was asked for consent to pass on personal information to another service 94
My needs were understood and respected 94
I was listened to and given choices 93
It was easy and straight forward to contact Baptcare 92
Baptcare made sure I understood my rights and responsibilities 92
I was given clear information about services available 91
I felt empowered to make choices and decisions based on my needs 89
I was offered information and help to access other services 89
There was not much of a delay before I started to receive my service 84
I was told how to make a complaint about Baptcare 84
I was told if children or others were at risk this information may be passed on to authorities 82
My Baptcare worker developed a plan for me to reach my goals 81

18. % Change of service attributes 2015 v 2014
18
Attribute Total % (2015) % shift from 2014
My human rights and dignity were respected by Baptcare 97 0
I was told that my personal information would be kept confidential 96 -1
I was asked for consent to pass on personal information to another service 94 1
My needs were understood and respected 94 1
I was listened to and given choices 93 0
It was easy and straight forward to contact Baptcare 92 0
Baptcare made sure I understood my rights and responsibilities 92 2
I was given clear information about services available 91 1
I felt empowered to make choices and decisions based on my needs 89 5
I was offered information and help to access other services 89 -1
There was not much of a delay before I started to receive my service 84 0
I was told how to make a complaint about Baptcare 84 0
I was told if children or others were at risk this information may be passed on to authorities 82 -2
My Baptcare worker developed a plan for me to reach my goals 81 3

19. Suggested improvements (2015)
• ‘To extend the program longer.’
• ‘Direct lines should always be clear so you can return the call directly.
Cars should be available to workers at all times.’
• ‘A quicker processing timeframe.’
• ‘Confirm bookings quicker and communicate this so that the client
doesn’t have to chase this up.’
• ‘Intake was the most difficult part of dealing with Baptcare. I can
never get intake on the phone, always leaving them messages.’
• ‘More flexibility with appointments.’
• ‘More enclosed excursions and exposure to different children's
activities such as sport, art and dance.’
• ‘More staff needed for the amount of families needing help.’
• ‘More accepting and knowledgeable about different gender identities.’
19

20. Suggested improvements (2015)
• ‘Its hard to contact my worker and I have to leave messages. I want
to talk to my worker, not others.’
• ‘More information and help around national disability insurance and
what help is around when your child turns 16.’
• ‘There needs to be more communication between the office and
carers on the road. Sometimes the carer may not know what tasks
are to be done or what time to arrive.’
• ‘More volunteers please! I love my volunteer so much because of the
support she has given me.’
• ‘Workers need to understand the advocacy role.’
• ‘Waiting time was too long.’
• ‘More funding for people who live far away from activities.’
• ‘More respite for outings for the child on the weekend.’
• ‘A phone call every 8 weeks to see how things are going would be
helpful.’
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21. Summary
• Baptcare attributes were rated consistently high across most
measures, indicating client’s satisfaction with Baptcare service
delivery.
– 8 out of 13 attributes scored 90%+
– Over the past 12 months, there have been a positive % point increase across
many attributes (6 out of 13, or 46%)
– Greatest % increases over the past 12 months
• I felt empowered to make choices and decisions based on my needs (+5%)
• My Baptcare worker developed a plan for me to reach my goals (+3%)
• Baptcare made sure I understood my rights and responsibilities (+2%)
• The top 4 highest rated attributes for both 2014 and 2015:
– My human rights and dignity were respected by Baptcare
– I was told that my personal information would be kept confidential
– My needs were understood and respected
– I was asked for consent to pass on personal information to another service
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22. Summary
• Scope for continual improvement in the areas of:
– Telling the client that if children or others are at risk their information will be passed
onto authorities
– Informing the client on how to make a complaint about Baptcare
– Not much of a delay before service is received
– Baptcare workers developing a plan to help clients reach their goals
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