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

2. Survey Overview
• The sample consists of persons who had accessed a Family &
Community Services program in 2012 in Victoria and Tasmania
• First reporting of the ‘new system,’ implemented in September 2012
– First snapshot of data – up to December 2012 (baseline data)
– Biannual reporting to follow to identify and report trends
– Data collected via paper-based survey
• Participation was entirely voluntary
• Results are indicative only due to the short time frame of data
analysis
*Note, all results are based on the total sample (n=26) and expressed as % unless otherwise indicated

3. State (%)

4. Baptcare Program (%)
The majority of feedback (to date) has been received from carers
in Baptcare’s Foster and Kinship Care programs

5. Client Satisfaction Questionnaire
• CSQ is used worldwide to measure and assess client
satisfaction with health and human services
• 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

6. Quality of Service/Support (%)
Virtually all respondents (96.1%) rated the quality of
service/support they received as either ‘excellent’ or ‘good’

7. Received Service/Support
Expected (%)
Over 9 in 10 respondents (92.3%) ‘definitely’ or ‘generally’
received the kind of service/support they expected from
Baptcare

8. Extent Service/Support Met Needs
(%)
Just over three quarters of respondents (76.9%) reported having
‘all’ or ‘almost all’ of their needs met by participating in their
Baptcare program.

9. Reasons For Unmet Need
• ‘Carers should be told what they are entitled to.’
• ‘Have an after hours service that provides excellent advice, strategies and
support.’
• ‘Having been un-optional on decision making due to Child Protection being
the applicants. I’ve found it difficult at points.’
• ‘Sometimes we have had problems with workers away and no duty worker
to be found.’
• ‘Sometimes you feel that you are not being understood. Sometimes I
believe an issue can be over-investigated when just asking or discussing
may have been all that is needed.’
• ‘Support the carer and the child.’
• ‘Attitude of worker and duty worker.’
• ‘When DHS staff are on leave there is no one to take calls (Case worker or
team leader) and phone calls are not returned.’

10. Recommend Service to Friends or
Family if Needed (%)
8 in10 respondents (80.8%) report that they would recommend the
Baptcare service they received to friends or family is they were
in a similar need

11. Satisfaction with Amount of
Assistance/Support (%)
A similar proportion of respondents (80.7%) are ‘mostly’ or ‘very’
satisfied with the amount of assistance or support they received
from their program

12. Services Helped to Improve
Situation (%)
The majority of respondents (80.0%) report that accessing the
Baptcare service helped to improve their situation.

13. Overall Satisfaction with
Service/Support (%)
9 out of 10 respondents (92.3%) were ‘very’ or ‘mostly’ satisfied
overall with the service or support they received.

14. Client Satisfaction Questionnaire
• Baseline cut of data produces an overall score of 85.7%
– BUT – should be treated with caution due to low sample
numbers
– In time this score will be able to be broken down by program
area

15. Service Attributes
• The following slides present data collected on a range of service-
related attributes
• All respondents were asked how much they agreed or disagreed
with each statement (using a 5 point scale)
• Results are presented as % strongly agree or agree

16. It was easy and straightforward to
contact Baptcare
(%)

17. There was not much of a delay before
receiving the service/support
(%)

18. Baptcare staff were respectful towards
me
(%)

19. Given clear information about available
services
(%)

20. My personal information was kept
confidential
(%)

21. I was told that if children or others are at risk, this
information may be passed on to authorities
(%)

22. I was asked for consent for personal
information to be given to other
services
(%)
Caution – low base

23. My needs were understood and
respected
(%)

24. I was listened to and given choices
(%)

25. I was told how to make a complaint if I
wasn’t happy with Baptcare
(%)

26. My human rights and dignity were
respected
(%)

27. My Baptcare worker was flexible and
reasonable
(%)

28. I was offered information and given
help to access other services
(%)

29. Baptcare worker developed a plan to
reach my goals
(%)
Caution – low base

30. Baptcare made sure I understood my
rights and responsibilities
(%)

31. I felt empowered to make choices and
decisions based on my needs
(%)

32. I felt prepared and ready for my
Baptcare service to finish
(%)
Caution – low base

33. I feel more connected to friends and family
since I’ve received my Baptcare service
(%)
Caution – low base

34. I am more engaged in my local community
since I’ve received my Baptcare service
(%)
Caution – low base

35. The information, resources and support
provided to me by Baptcare has helped me
feel more confident
(%)

36. Overall rating of service attributes
(% strongly agree or agree)
Attribute % strongly agree or agree
I felt prepared and ready for my Baptcare service to finish 100.0
I was told that my personal information would be kept confidential 100.0
Baptcare staff were respectful towards me 92.3
My needs were understood and respected 88.5
I was listened to and given choices 88.5
My human rights and dignity were respected by Baptcare 88.5
It was easy and straightforward to contact Baptcare 88.0
My Baptcare worker was flexible and reasonable 88.5
There was not much of a delay before I started receiving the service/support 87.5
I was given clear information about services available 87.5
I was asked for consent for personal information to be given to other services 85.8
I was told that if children or others are at risk, this informaiton may be passed on to authorities 84.6
Baptcare made sure I understood my rights and responsibilities 84.6
I feel more connected to friends and family since I've received my Baptcare service 83.4
I am more engaged in my local community since I've received my Baptcare service 83.4
I was told how to make a complaint if I wasn't happy with Baptcare 80.0
I felt empowered to make choices and decisions based on my needs 76.9
I was offered information and given help to acces other services 76.0
The information, resources and support provided to me by Baptcare has helped me feel more confident 76.0
My Baptcare worker developed a plan to reach my goals 71.5

37. Best aspects of service
• ‘Baptcare workers listen and understand my needs.’
• ‘Communication heard and understood. My own decision making was
respected.’
• ‘Frequent check in with emails, phone calls and monthly supervision.’
• ‘Information was needed when we called for assistance.’
• ‘Knowing that my worker would listen to any problems I had and help me
solve them.’
• ‘Most workers are experienced and I feel they are advocates for carers.
Expectations of carers are more realistic with less expectations to be a
saint. Carers needs and feelings are more important than they have been
in the past.’
• “My worker always assists or makes someone else available to assist with
children when required. She returns phone calls and follows up
when necessary.’

38. Best aspects of service (cont)
• ‘Someone to talk to when I was having issues with the children and their
biological issues.’
• ‘Support was excellent, no aspect stands out.’
• ‘There was always a person on the other end of the phone, day or night
when needed.’
• ‘They helped me and my son a great deal and they were very helpful. I
thank Baptcare for their help.’
• Through the changes of staff I feel things are improving.’
• ‘She took me through everything and I understood fully all she had to teach
me. I’m now using it in my everyday rituals to improve myself and my
family.’

39. Suggested improvements
• ‘Know about children in real life. Attitude of staff.’
• ‘Carers should have a say or be a part of decision making with regard to the
children if they’ve had them in their care for an extended period. They know
them better than their biological parent. Carers do the hard yards, but are
treated like non-entities by the system.’
• ‘Consistency of case managers would provide consistent supports.’
• ‘Just listen and understand feelings.’
• ‘Make sure that the duty worker is available and if not, that another worker
can stand in. If we ask for the duty manager it is usually because it is an
emergency.’
• ‘Tell us what we are entitled to for the children and their social skills.’
• ‘To know and understand reimbursement items. This information needs to
be transparent.’
• ‘Advocate to DHS on my behalf. The timeframe takes too long
for financial matters’.

40. Summary
• Baptcare attributes were rated consistently high
across most measures, indicating client’s
satisfaction with Baptcare service delivery.
• Highest rating attributes:
• I felt well prepared and ready for my Baptcare service to finish
• I was told that my personal information would be kept
confidential
• Baptcare staff were respectful towards me

41. Summary
• Scope for continual improvement in the areas
of:
• *My Baptcare worker developed a plan for me to reach my
goals
• The information, resources and support provided to me has
helped me feel more confident
• I was offered information and help to access other services
*Indicative only – very low sample base