HOUSE OF HOPE I STEPPING STONES PERSON SERVED SATISFACTION SURVEY ANALYSIS JUNE 4,2008

The House of Hope and Stepping Stones strive to obtain meaningful input from the person's being served. Input is defined in a very broad sense. This includes person served satisfaction surveys, weekly community meeting, grievances and quarterly meetings with the Chief Executive Officer. All surveys are analyzed to determine areas of improvement and treatment needs.

The attached report represents the itemized results of the House of Hope / Stepping Stones person served satisfaction survey conducted June 4, 2008 at House of Hope and Stepping Stones. This report provides the analysis of this data, resulting response and method of integration into the business practices of the organization.

HOUSE OF HOPE (HOH)

Overall satisfaction with the staff at HOH of the surveys completed reflects a 96% ratio. Overall satisfaction with the services provided by HOH reflects a 97% ratio. The 2007-2008 Program Outcomes, created to measure the effectiveness and efficacy of the program and increase positive outcomes, established a goal of 85% satisfaction with staff and 85% satisfaction with treatment services. Therefore, we have attained both measures during this quarter.

Staff Ratings

Reviewing Staff Ratings, particular attention should be focused on the "Staff see me for services on time" question, which reflects a 78% satisfaction ratio.

Additionally, "If I had a complaint, staff handled it well" reflects a 79% satisfaction ratio.

It is recommended that the Advocacy Committee review these survey questions and person served responses to determine reason for below goal ratings. Additionally, it is recommended that after survey responses are posted and reviewed by person's served, Program Director conduct group session on this topic. It is expected that Advocacy Committee and Program Director present findings and recommendations at next Director's Meeting.

Service Ratings

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Of note is the 78% satisfaction rating of Food Service, and 75% rating of Large group counseling. It is recommended that the Advocacy Committee review these survey questions and person served responses to determine reason for below goal ratings. Additionally, it is recommended that after survey responses are posted and reviewed by person's served, Program Director conduct group session on this topic. It is expected that Advocacy Committee and Program Director present findings and recommendations at next Director's Meeting.

Additionally, the below standard of Facility accommodations (76%) has been an on-going issue. The air conditioning company has been on-site for each report of AlC failure in the dorms, determining, accept for the most recent compressor failure, that the AlC is freezing up because clients continue to leave their windows open, against House of Hope rules. It is recommended that the Advocacy Committee review this situation with persons served to allow the community to pull-up the individuals leaving the windows open. Additionally, it is recommended that after survey responses are posted and reviewed by person's served, Program Director conduct group session on this topic. It is expected that Advocacy Committee and Program Director present findings and recommendations at next Director's Meeting.

Person Served Comments

In reviewing the Person Served comments, they appear to reflect the percentage ratings of the survey questions. It is recommended that the leadership review the comments at the next scheduled Staff Meeting and report any Program Planning, Performance Improvement and/or Organizational Advocacy issues that can be addressed.

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STEPPING STONES (55)

Overall satisfaction with the staff at SS reflects a 96% ratio. Overall satisfaction with the services provided by SS reflects a 100% ratio. The 2007-2008 Program Outcomes, created to measure the effectiveness and efficacy of the program and increase positive outcomes, established a goal of 85% satisfaction with staff and 85% satisfaction with treatment services. Therefore, we have surpassed both measures during this quarter.

Staff Ratings

Reviewing Staff Ratings, particular attention should be focused on the "Staff see me for services on time" question, which reflects a 78% satisfaction ratio.

Additionally, "If I had a complaint, staff handled it well" reflects a 79% satisfaction ratio.

It is recommended that the Advocacy Committee review these survey questions and person served responses to determine reason for below goal ratings. Additionally, it is recommended that after survey responses are posted and reviewed by person's served, Program Director conduct group session on this topic. It is expected that Advocacy Committee and Program Director present findings and recommendations at next Director's Meeting.

Service Ratings

Of note is the 68% satisfaction rating of Food Service. Advocacy Committee has brought this issue of Food Service satisfaction to management's attention. In response new personnel have been hired and are in process of training. Additionally, Kitchen Services Supervisor is personally spending more time at Stepping Stones to ensure Food Service issues addressed. It is expected that Advocacy Committee follow-up with persons served regarding improvement on this issue.

Person Served Comments

In reviewing the Person Served comments, they appear to reflect the percentage ratings of the survey questions. It is recommended that the leadership review the comments at the next scheduled Staff Meeting and report any Program Planning, Performance Improvement and/or Organizational advocacy issues that can be addressed.

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SUMMARY

The purpose of this Satisfaction Survey is to determine the expectations and preferences of one of the organization's stakeholder's, Person's Served. The information is collected to better understand how we are performing from the person served perspective, to determine if we are meeting their current and future needs.

This Analysis has addressed the deficiencies noted in Staff and Service Ratings and recommendations addressing Program Planning, Performance Improvement, Organizational Advocacy and Financial Planning.

It is recommended that the Person Served Satisfaction Survey Results and this Analysis be presented to the Board of Trustees at the next meeting to address the use for Strategic Planning and Resource Planning. It is also recommended the Clinical Directors are allocated time at the next Board of Trustees meeting to report on the recommendations sited above. Determinations will be reported in the Board of Trustee meeting minutes.

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PERSON SERVED SATISFACTION SURVEY HOUSE OF HOPE RESULTS

JUNE 4,2008

Of the 83 person's served at House of Hope, 76 surveys were completed representing a 91 % response. The following recaps these responses.

House of Hope Staff Rating

House of Hope Services Rating

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PERSON SERVED SATISFACTION SURVEY STEPPING STONES RESULTS

JUNE 4,2008

Of the 30 person's served at Stepping Stones, 25 surveys were completed representing a 83% response. The following recaps these responses.

Stepping Stones Staff Rating

Stepping Stones Services Rating

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