How Regional Behavioral Health Authorities compare on customer satisfaction In 2007, the Arizona Department of Health Services/Division of Behavioral Health asked people receiving behavioral health services about how satisfied they were with the services they were receiving. CHILDREN Questions Cenpatico Cenpatico -2 -4 CPSA-3 CPSA-5 NARBHA ValueOptions General Satisfaction Overall satisfaction with services. Higher Average Lower Higher Lower Higher Service Access Services are convenient and available Higher Higher Lower Lower Lower Lower Lower Higher Lower Lower Lower Higher Cultural Sensitivity Staff respects the child and family’s cultural/ spiritual beliefs. Higher Lower Lower Lower Lower Lower Outcomes Individuals feel better after receiving services Higher Higher Lower Higher Higher Lower Improved Functioning Services help individuals improve their daily lives. Higher Higher Higher Higher Higher Average Social Connectedness Individuals receive community supports. Higher Average Lower Higher Lower Lower Participation in Treatment Planning Individuals help to develop their treatment goals. Higher: Scored higher than the average or benchmark Average: Scored about the same as the average or benchmark Lower: Scored lower than the average or benchmark How Regional Behavioral Health Authorities compare on customer satisfaction In 2007, the Arizona Department of Health Services/Division of Behavioral Health asked people receiving behavioral health services about how satisfied they were with the services they were receiving. ADULT Questions Cenpatico Cenpatico -2 -4 CPSA-3 CPSA-5 NARBHA ValueOptions General Satisfaction Overall satisfaction with services. Higher Higher Higher Higher Higher Average Service Access Services are convenient and available Higher Higher Higher Higher Higher Lower Participation in Treatment Planning Individuals help to develop their treatment Average goals. Higher Higher Lower Higher Lower Service Quality, and Appropriateness Staff helped individuals grow and recover Average Higher Higher Higher Higher Lower Outcomes Individuals feel better after receiving services Higher Higher Higher Higher Higher Average Improved Functioning Services help individuals improve their daily lives. Higher Higher Higher Lower Higher Lower Social Connectedness Individuals receive community supports. Higher Higher Higher Lower Higher Lower Higher: Scored higher than the average or benchmark Average: Scored about the same as the average or benchmark Lower: Scored lower than the average or benchmark 2007 Annual Consumer Survey Report June 30, 2008 State of Arizona Department of Health Services Division of Behavioral Health Services 150 North 18th Avenue, Suite 240 Phoenix, Arizona 85007 2007 Consumer Survey Report June 30, 2008 TABLE OF CONTENTS EXECUTIVE SUMMARY…………………………………………………………………………………. ............... 3 SURVEY RESPONSE RATES .………………………………………………………………………… ............... 4 INTRODUCTION………………………………………………………………………………………….. ............... 5 SURVEY FINDINGS………………………………………………………………………………………. ............... 5 MHSIP ADULT FINDINGS……………………….…………………………………………………………. ............... 5 YSS-F SURVEY FINDINGS................................................................ ............... 8 COMPARISON TO PAST PERFORMANCE…………………………………………………………… …… ..... 10 STATEWIDE IMPROVEMENT OPPORTUNITIES……………………………………………… .............. 11 CONCLUSION…………………………………………………………………………………………………………………. 12 SAMPLING DESIGN ……………………………………………………………………………………………………….. 13 DATA ANALYSIS …………………………………………………………………………………………………………….13 STATEWIDE SURVEY LIMITATIONS…………………….…………………………………………………….……………………………………..13 ATTACHMENTS ………………………………………………………………………………………………………….. 14 STATEWIDE CONSUMER SURVEY PROTOCOL YEAR 2007 ADULT CONSUMER SURVEY (ENGLISH AND SPANISH) YEAR 2007 YOUTH CONSUMER SURVEY FOR FAMILIES (ENGLISH AND SPANISH) ADULT SURVEY DATA TABLES YOUTH SURVEY DATA TABLES 2007 Consumer Survey Report June 30, 2008 I. Executive Summary The statewide consumer survey was conducted April through May 2007 jointly by the Arizona Department of Health Services, Division of Behavioral Health Services (ADHS/DBHS), Tribal/Regional Behavioral Health Authorities (T/RBHAs) and their contracted service providers. Two distinct surveys were administered based on the Substance Abuse and Mental Health Services Administration’s Mental Health Statistics Improvement Program (MHSIP) consumer surveys: The Adult Consumer Survey; and The Youth Services Survey for Families (YSS-F). The surveys solicit independent feedback from Title XIX/XXI adults and families of youths receiving services through Arizona’s publicly funded behavioral health system. The survey measures consumers’ perception of behavioral health services in relation to the following domains: General Satisfaction Access to Services Service Quality/Appropriateness Participation in Treatment Outcomes Cultural Sensitivity Improved Functioning Social Connectedness ™ Results are analyzed and compared to existing ADHS/DBHS performance monitoring mechanisms to identify system wide areas for improvement. Positive findings from the 2007 Adult Consumer Survey include: General Satisfaction yielded an 84 percent positive response rate, an improvement from the 2006 survey (83 percent); Service Quality and Appropriateness yielded an 88 percent positive response rate, an improvement from the 2006 survey (84 percent); Participation in Treatment Planning yielded a 79 percent positive response rate, an improvement from the 2006 survey (77 percent); and Outcomes yielded a 74 percent positive response rate, an improvement from the 2006 survey (67 percent). Positive findings from the 2007 YSS-F include: Cultural Sensitivity yielded a 92 percent positive response rate; a slight decrease since 2006 (94 percent); Participation in Treatment Planning responses yielded a 90 percent positive response rate, an improvement from the 2006 survey (87 percent); General Satisfaction yielded a 78 percent positive response rate, remaining the same as the 2006 survey; ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 3 2007 Consumer Survey Report June 30, 2008 Service Access yielded a 78 percent positive response rate in 2007, an improvement from the 2006 survey (75 percent); and Social Connectedness yielded an 82 percent response rate in the 2007 survey and baseline year. Overall, consumer perception of the quality and appropriateness of the services received remains positive, with consumer perception of treatment outcomes being an area for improvement. II. Survey Response Rates The MHSIP Consumer Surveys were offered to a statewide sample of 3,221 enrolled consumers. The response rate is calculated by dividing the number of surveys returned by the number of surveys offered. The statewide response rate was 71 percent. RBHA Surveys Offered (a) Adult & Youth Surveys Returned (b) Response Rate (b) / (a) Cenpatico-2 469 290 62% Cenpatico-4 629 335 53% CPSA-3 538 380 71% CPSA-5 587 501 85% NARBHA 662 556 84% ValueOptions 336 235 70% Statewide 3221 2297 71% Gila River Indian Community and Pascua Yaqui Centered Spirit Program, both Arizona Tribal RBHAs (TRBHAs), participated in the survey process by way of a convenience sampling of their enrolled members. Survey participation for Gila River consumers increased over the 2006 survey administration. Number of Surveys Completed TRBHA Adult Survey YSS-F Total Gila River 56 36 92 Pascua Yaqui 30 27 57 ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 4 2007 Consumer Survey Report June 30, 2008 III. Introduction The Arizona Department of Health Services, Division of Behavioral Health Services (ADHS/DBHS) and the Regional Behavioral Health Authorities (RBHAs), in collaboration with their providers, administered the statewide consumer survey in April through May 2007. As in the past survey cycles, the surveys are primarily based on the Adult Consumer Survey and Youth Services Survey for Families (YSS-F), recommended by the Mental Health Statistics Improvement Program (MHSIP). Administration of the MHSIP surveys allows ADHS/DBHS to assess and evaluate systems performance over multiple survey periods to identify strengths and areas for improvement. The use of the survey data to inform decision making for effective and efficient service delivery is promoted through widespread dissemination of the survey results. Findings are reviewed in the ADHS/DBHS Quality Management Committee meetings for identification of system wide areas for improvement; the ADHS/DBHS Children’s Quality Management Committee for actions specific to the children’s system; the ADHS/DBHS Family Advisory Committee for member/stakeholder feedback; and posted to the ADHS/DBHS website for public viewing. Survey outcomes are reported to the National Association of State Mental Health Program Directors’ Research Institute (NRI), Western States Decision Support Group (WSDSG), and to the Substance Abuse and Mental Health Services Administration’s Mental Health Statistics Improvement Program (MHSIP). IV. Survey Findings MHSIP ADULT Demographics A total of 1,333 completed adult surveys were analyzed. Of the adult survey respondents: 64 percent were female; 41 percent were between the ages of 46-65 years of age; 72 percent identified their ethnicity as Non Hispanic/Latino; 87 percent identified their race as White; 40 percent reported receiving behavioral health services from 1-5 years; and Respondents were almost evenly distributed among SMI (45 percent) and NonSMI (55 percent) programs. Domain Line Item Analysis Line items are specific questions pertaining to each survey domain. Analysis of answers to each domain specific line item indicates what aspects of service survey respondents reported as either positively or negatively affecting the overall domain score. The 2007 adult survey findings indicate: ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 5 2007 Consumer Survey Report June 30, 2008 General Satisfaction: Respondents reported liking the services received; enjoying their agency and would recommend the agency to a friend or family member. Service Access: Respondents reported services were available at times that were good for them; felt staff were accessible and that the location of services was convenient. Improvements can be made with clients receiving return phone calls from staff within 24 hours and increasing the frequency of psychiatric appointments. Participation in Treatment Planning: Respondents indicated feeling comfortable asking questions about their treatment and medications and reported positively that they, and not staff, decided treatment goals. Service Quality and Appropriateness: Respondents reported receiving information on their rights; feeling that their staff encouraged personal responsibility and empowered growth, change and recovery; and respected their wishes about who should and should not receive information on their treatment. Improvements can be made in increased use of consumer run programs and identification of treatment/medication side effects. Outcomes: Positive responses were received pertaining to coping skills, crisis management and family relationships. Respondents reported feeling improvements can be made in their work/school situations, housing and symptoms management. Improved Functioning and Social Connectedness: 2007 marks the baseline year for these domains, functioning as further Outcomes related data. Improvements can be made in symptoms identification, management, education and increasing social interactions for this population. Summary of Statewide Results for Adults (RBHA numbers and percentages are based on actual valid survey returns. Statewide numbers and percentages are based on weighted scores.) General Satisfaction Service Access Participation in Treatment Planning Service Quality & Appropriateness Outcomes Improved Functioning Social Connectedness Cenpatico-2 87% 80% 79% 87% 78% 73% 74% Cenpatico-4 87% 86% 81% 91% 78% 76% 73% CPSA-3 90% 83% 82% 89% 79% 72% 71% CPSA-5 85% 78% 78% 89% 70% 64% 64% NARBHA 87% 83% 83% 90% 77% 67% 67% ValueOptions 84% 73% 78% 87% 74% 63% 61% Statewide 86% 77% 79% 88% 74% 66% 65% RBHA ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 6 2007 Consumer Survey Report June 30, 2008 ADHS/DBHS Performance Measures In addition to the MHSIP questions, ADHS/DBHS has designated four Performance Measures questions to the 2007 Survey. Findings indicate: Symptomatic Improvement: 66 percent of survey respondents reported positively that their symptoms were not bothering them as much, an increase from 2006 (64 percent); Improvements can be made to consumers in symptoms education, identification and self management as well as clinician assessment and documentation of decreased symptoms. Informed Consent: 83 percent reported positively that their doctor explained their prescribed medication benefits, risks and alternatives to their prescriptions in a way they understood, also an increase in positive responses from 2006 (79 percent); Member and Family Involvement: 72 percent of survey respondents reported feeling positively regarding family involvement in their treatment; and Cultural Competency: 2007 positive response rates are similar to those of the 2006 survey, with this question receiving positive responses at a rate of 65 percent, a slight decrease from 2006 (66 percent). Improvements can be made in the inclusion and/or consideration of cultural/race/ethnicity preferences in service planning for adults through training and education of staff and adult consumers. ™ 2007 marks the baseline year for collection of Symptomatic Improvement and Member and Family Involvement through the consumer survey. ADHS/DBHS has attached minimum performance standards to these indicators via RBHA contract and will apply these standards to the 2008 survey findings. 2007 Adult Consumer Survey, Number and Percentage of Positive Responses to Performance Measure Questions T/RBHA Symptomatic Improvement N % Statewide 821 66% 981 83% 765 72% 603 65% Cenpatico-2 106 66% 129 82% 104 72% 89 69% Cenpatico-4 127 73% 134 82% 110 71% 95 69% CPSA-3 143 68% 170 85% 123 69% 101 65% CPSA-5 161 63% 211 83% 146 69% 110 58% Gila River 31 63% 40 87% 25 57% 36 80% NARBHA 162 65% 207 82% 181 78% 115 63% Pascua Yaqui 24 77% N/A N/A N/A N/A N/A N/A Value Options 67 60% 90 83% 76 72% 57 66% Informed Consent N % Member/Family Involvement N % Cultural Competency N % ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 7 2007 Consumer Survey Report June 30, 2008 MHSIP YSS-F Demographics A total of 1,113 completed youth surveys were analyzed. Of the youth survey respondents: 62 percent were male; 55 percent were 5-12 years of age; 72 percent identified Non Hispanic/Latino as their ethnicity; 78 percent identified White as their race; and 50 percent reported receiving behavioral health services from 7 months to two years. Domain Line Item Analysis Line items are specific questions pertaining to each survey domain. Analysis of answers to each domain specific line item indicates what aspects of service survey respondents reported as either positively or negatively affecting the overall domain score. 2007 YSS-F survey findings indicate: General Satisfaction: Respondents reported overall satisfaction with their child’s services; felt services received were appropriate for their family and their assigned staff stuck by the family. Improvements can be made in respondent’s perceptions of frequency of services provided and accessibility of support personnel. Service Access: Families felt that both the location and times allocated for service provision were convenient. Participation in Treatment Planning: The majority of respondents indicated participating in their child’s treatment by choosing both their child’s services and treatment goals. Cultural Sensitivity: Families indicated that staff spoke to them in a manner in which they understood, treated them with respect and respected their unique cultural/religious/spiritual beliefs and norms. Outcomes: Overall, this domain indicated an area for improvement. Improvements can be made for better assessment of treatment outcomes and improved education, particularly pertaining to coping skills and satisfaction with family life. Improved Functioning and Social Connectedness: As with the adult survey, 2007 marks the baseline year for these two domains. Findings indicate that families feel supported and comfortable talking with supports about their child’s problems and increased support systems and social connections. Improvements can be made in assisting families with better identifying and assessing positive treatment outcomes, particularly as they pertain to coping skills and improved family functioning. ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 8 2007 Consumer Survey Report June 30, 2008 Summary of Statewide Results for Youth (RBHA numbers and percentages are based on actual valid survey returns. Statewide numbers and percentages are based on weighted scores.) General Satisfaction Service Access Participation in Treatment Planning Cultural Sensitivity Outcomes Improved Functioning Social Connectedness Cenpatico-2 89% 86% 88% 96% 76% 78% 89% Cenpatico-4 78% 86% 92% 91% 66% 68% 82% CPSA-3 77% 74% 88% 90% 65% 65% 77% CPSA-5 81% 76% 89% 90% 65% 66% 86% NARBHA 77% 75% 86% 93% 62% 63% 79% ValueOptions 76% 77% 91% 93% 51% 55% 80% Statewide 78% 78% 90% 92% 58% 61% 82% RBHA ADHS/DBHS Performance Measures In addition to the MHSIP questions, ADHS/DBHS has designated three Performance Measures questions to the 2007 YSS-F Survey. Findings indicate: Cultural Competency: 87 percent reported positively that staff were sensitive to their cultural/ethnic background, an increase of 10 percent from 2006; Symptomatic Improvement: 60 percent of respondents indicated that their child’s symptoms were not bothering their child as much. As with adults, improvements can be made to consumers in symptoms education, identification and self management as well as clinician assessment and documentation of symptoms improvements. Informed Consent: 81 percent reported positively that their child’s doctor explained the benefits, risks and alternatives to the medications prescribed to their child and they understood. ™ 2007 marks the first year that Symptomatic Improvement was measured through the consumer survey. ADHS/DBHS has attached minimum performance standards to these indicators via RBHA contract and will apply these standards to the 2008 survey findings. ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 9 2007 Consumer Survey Report June 30, 2008 2007 YSS-F, Number and Percentage of Positive Responses to Performance Measure Questions Cultural Competency N % T/RBHA Symptomatic Improvement N % N Informed Consent N Statewide 883 87% 608 60% 753 81% Cenpatico-2 104 95% 68 71% 84 91% Cenpatico-4 120 88% 77 54% 101 77% CPSA-3 126 87% 89 61% 103 77% CPSA-5 181 84% 137 62% 162 82% Gila River 27 82% 26 72% 22 79% NARBHA 214 87% 155 59% 192 81% Pascua Yaqui 24 92% N/A N/A N/A N/A ValueOptions 87 85% 56 52% 89 85% V. Comparison to Past Performance Ongoing survey administrations and improvement activities initiated in response to survey findings indicate steady improvement in consumer responses from the 2001 survey to 2007. MHSIP ADULT General Satisfaction scores yielded an 86 percent positive response rate in 2007, an improvement from the 2006 survey (83 percent); Service Access scores yielded a 77 percent positive response rate in 2007, an improvement from the 2006 survey (75 percent); Participation in Treatment Planning scores yielded a 79 percent positive response rate in 2007, an improvement from the 2006 survey (77 percent); Service Quality and Appropriateness scores yielded an 88 percent positive response rate in 2007, an improvement from the 2006 survey (84 percent); Outcomes scores yielded a 74 percent positive response rate, an improvement from the 2006 survey (67 percent). Improved Functioning and Social Connectedness yielded baseline data this survey administration. Performance comparison for these domains will commence with the analysis of the 2008 surveys. MHSIP YSS-F General Satisfaction scores yielded a 78 percent positive response rate in 2007, an improvement from the 2005 survey (74 percent) and remaining the same as 2006; ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 10 2007 Consumer Survey Report June 30, 2008 Service Access scores yielded a 78 percent positive response rate in 2007, an improvement from the 2006 survey (75 percent); Participation in Treatment Planning scores yielded a 90 percent positive response rate in 2007, an improvement from the 2006 survey (87 percent); Cultural Sensitivity scores yielded a 92 percent positive response rate in 2007 and, although falling slightly from 94 percent in 2006, continues to hold the highest positive response rate of all YSS-F domains across all survey administrations; Outcomes scores yielded a 58 percent positive response rate in 2007 and continue to be the lowest scoring domain. As with the Adult survey, Improved Functioning and Social Connectedness are in their baseline year this survey administration and are not applicable to comparison with previous survey administrations at this time. VI. Statewide Improvement Opportunities The results of the statewide 2007 consumer surveys indicate improvement opportunities related to: Outcomes – Identification, assessment and evaluation of consumer identified outcomes; Symptomatic Improvement – Identification, assessment, evaluation and documentation of decreased reported symptoms; Improved Functioning and Social Connectedness – Symptoms management, education and increased social interaction opportunities; Access to Services Returning consumer phone calls in a timely manner; Increasing the frequency of availability of psychiatric appointments; Increasing accessibility of support staff to the consumer; and Improve consumer education on availability of consumer run programming. Outcomes Initiatives ADHS/DBHS prioritizes National Outcomes Measures (NOMs) tracking for all its behavioral health recipients in its overall Quality Management/Utilization Management Plan. To assist consumers and their families in the ongoing identification and assessment of expected treatment outcomes, ADHS/DBHS has increased the number of children served through Child and Family Teams, and community based services. ADHS/DBHS is currently developing an improved behavioral health assessment and service plan training and supervision module to assist clinicians and both adult and child behavioral health recipients and their families identify their service needs and ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 11 2007 Consumer Survey Report June 30, 2008 expectations of treatment; thereby, improving consumer and family education of outcomes identification and routine review and assessment of treatment progress. Access to Services Initiatives ADHS/DBHS tracks statewide Access to Services data through multiple mechanisms, including T/RBHA submitted referral data and Network Sufficiency analyses. The Network Sufficiency reports indicate providers gained and lost by each RBHA each quarter, including physicians, as well as an inventory of specialty providers in each service area. The ADHS/DBHS Adult and Child System of Care/Network department utilizes survey data in the development of program specific Network Planning. This department consistently evaluates each RBHA’s Network Development Plans for progress and responsiveness to consumer needs in accessing services. ADHS/DBHS assesses and evaluates Access to Services data through monitoring of T/RBHA quarterly complaint data. Complaint trends are compared to survey data and the aforementioned proxy measures to identify areas for statewide or service area specific improvement efforts. ADHS/DBHS also evaluates Access to Services data through quarterly performance measure monitoring and improvement initiatives. Quarterly measurement includes the availability of routine appointments for consumers upon referral to the system as well as services provided in a timely fashion post intake/assessment. Ongoing technical assistance provided by ADHS/DBHS to the RBHAs as well as prioritization of this measure in the ADHS/DBHS Quality Management Plan has evidenced improved positive responses from ADHS/DBHS behavioral health recipients pertaining to accessing services. VII. Conclusion As indicated by 2007 survey findings, ADHS/DBHS has sustained or improved performance across most of the domains for both the Adult and Youth surveys. An ongoing area for improvement remains the identification and assessment of outcomes for ADHS/DBHS consumers. Through the use of survey data and other ADHS/DBHS Quality Management performance monitoring data, improvements in consumer reported satisfaction have been made in the areas of Accessing Services, Service Quality and Appropriateness, Cultural Sensitivity, Participation in Treatment Planning and overall General Satisfaction with Services. ADHS/DBHS is committed to the inclusion of its behavioral health services recipients’ voice in the design, implementation and monitoring of services throughout its system of care. The dissemination and use of survey data throughout the state allows ADHS/DBHS and its contractors to identify and utilize population specific best and ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 12 2007 Consumer Survey Report June 30, 2008 promising practices to provide a full array of quality services to its public behavioral health recipients. VIII. Sampling Design and Survey Administration Two survey populations (sample frames) were identified: 1. Adults - defined as Title XIX/XXI behavioral health recipients who are 18 years or older, and are enrolled in any of the adult programs, i.e. Serious Mental Illness (SMI) and Drug/Alcohol or General Mental Health (Non-SMI). 2. Youth - defined as Title XIX/XXI behavioral health recipients under age 18 and enrolled in the Child/Adolescent program. A total of 50,813 adult and 26,383 youth Title XIX/XXI consumers were eligible to participate in the survey. Please refer to Attachment A., Consumer Survey Protocol 2007, for details on sample frame development, inclusion/exclusion criteria, survey instruments, and survey administration guidelines. IX. Data Analysis All completed surveys were manually data entered upon submission to ADHS/DBHS, utilizing a double entry process. RBHAs were provided with data files containing the survey responses of their respective consumers. Each RBHA analyzed its respective survey data using an SPSS script that was provided by ADHS/DBHS to ensure consistency in data analysis. Statewide survey data is analyzed as follows: By Domain; By Domain Line Item; Sub-group Analysis; ADHS/DBHS Performance Measure Questions; and Comparison to Past Survey Performance X. Statewide Survey Limitations The following issue was identified as having occurred at the RBHA/Provider level and/or at the ADHS/DBHS administrative level that impacted the success of the 2007 survey: ADHS/DBHS was unable to calculate the rate of responses on the open ended questions submitted by survey respondents in 2007 due to partial entry of the comments into the database upon receipt. ADHS/DBHS has acknowledged this data entry issue and has applied corrective actions to ensure analysis of the open ended questions data is available for 2008 survey findings. ___________________________________________________________________________________________________ Division of Quality Management Operations Office of Performance Improvement 13 STATEWIDE CONSUMER SURVEY PROTOCOL 2007 Arizona Department of Health Services Division of Behavioral Health Services Executive Summary The 2007 consumer survey protocol is based on the protocol for the 2006 survey. Input from provider staff involved in past survey administration and from consumers/family members who participated in past surveys was solicited through active participation from these groups in the planning process. Two consumer surveys will be administered in 2007: the MHSIP Adult Consumer survey and the MHSIP Youth Services Survey for Families (YSS-F). Both tools have been lengthened for the 2007 survey due to the piloting of several new MHSIP measures related to Criminal Justice, Level of Functioning, Social Connectedness, and School Attendance. Three new modules consisting of 4 questions related to Improved Functioning, 4 questions related to Social Connectedness, and 5 questions related to Criminal Justice Contact have been added to the 2007 Adult survey. For the YSS-F survey, the following additions have been made this year: 4 questions relating to Social Connectedness, 1 related to Improved Functioning, 4 related to Criminal Justice Contact and 3 related to School attendance. The survey questionnaires will be available to consumers in two languages: English and Spanish. Data will be scanned from the questionnaire using the optical mark recognition (OMR) software application. This technology allows for an efficient data management process. The survey will be administered to a statistically valid sample of both adults and families of children receiving behavioral health services with a 90% confidence level and a 5% confidence interval. The sample will be representative at a RBHA level. An adjustment of the sample size by 50% over-sample will be adopted to account for expected nonparticipation. Estimated survey timeframe is April through May 2007. Similar to the 2005 and 2006 surveys, the primary administration route will be to distribute the survey at the provider sites. The survey will be distributed to consumers who are randomly selected for the sample. As the consumer checks in for their appointment, they will be asked to complete the survey questionnaire. If the consumer agrees to participate, they will be requested to complete the questionnaire prior to their appointment, but will be allowed to finalize the survey after the appointment if needed, or be provided with an addressed, stamped envelope to mail the survey in if they did not have time to complete it in the office. A drop box will be provided at each provider site for consumers to drop off their completed surveys. In cases where consumers who are selected for the sample have home appointments (as opposed to clinic appointments) during the survey timeframe, the questionnaire will be completed at home and mailed using the addressed, stamped envelope to be provided with the survey. ADHS has the statewide oversight responsibility for implementation and analysis of the survey data. The RBHAs will be responsible for ensuring that providers strictly adhere to the protocol. The providers are primarily responsible in the survey administration. This protocol is the culmination of research and planning meetings conducted by the Department of Health Services over the past several survey periods. Participants in planning processes have represented a diverse group of stakeholders, i.e. consumers, 2 family members, consumer advocates, behavioral health providers, quality management staff of the Regional Behavioral Health Authorities (RBHAs) and the ADHS staff. Survey Instruments Two MHSIP survey instruments will be administered in 2007 – the Adult Consumer Survey and the Youth Services Survey for Families (YSS-F). The adult survey will be administered to adult consumers of behavioral health services. The YSS-F will be administered to parents/guardians of children receiving behavioral health services. The MHSIP Adult Consumer Survey measures five domains: (1) service accessibility; (2) service quality or appropriateness (which includes 2 items concerning cultural sensitivity); (3) consumer participation in treatment planning; (4) outcomes; (5) and general satisfaction plus this year’s addition of the 2 pilot modules All questions are scored using a Likert Scale of 1 through 5 as follows: 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. A Not Applicable option is also available if the question does not apply. The MHSIP YSS-F focuses on the following five domain areas: (1) service accessibility; (2) participation in treatment planning; (3) cultural sensitivity; (4) satisfaction with services; and (5) outcomes. Questions are scored with a five-point Likert Scale where 1= Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. A Not Applicable option is also available if the question does not apply. Each survey type has four main sections: (1) demographic section, (2) MHSIP survey questions, (3) state-specific questions and (4) open-ended qualitative section. The demographic section provides descriptive information about the consumer’s age, gender, race, ethnicity, and relationship of the person completing the survey to the service recipient. The following information will be pre-printed on the survey tool prior to distribution: • RBHA Name • Provider Name The provider will pre-fill the following information: § Provider Facility ID § Behavioral Health Category § Entitlement Status (Title XIX or XXI) § Distribution method (Home or Clinic) The second section of the survey contains the MHSIP standardized questions. The MHSIP survey and its variant is administered in about 40 states, and serves as a benchmark tool for comparing consumer perception of behavioral health systems across the nation. 3 The third section is also a quantitative area containing questions specific to Arizona. This section provides the state with additional quality management information for identifying key statewide behavioral health issues. Similar to the MHSIP tool, the state-specific questions are scored using the five-point Likert scale. State specific questions added to the adult survey concern job and housing stability. In the YSS-F, the state specific questions focus on issues of medication consent, satisfaction with child and family teams, and criminal justice involvement. The fourth and final section of the survey contains open-ended questions to solicit consumer comments. Two questions are asked of consumers – focusing on identifying what has been most helpful with their services, and what the consumer believes would improve services. The section entitled other comments is intended to provide consumers with an additional area on the survey to provide open-ended feedback on any issue. Confidentiality and Anonymity The front page of the survey questionnaire addresses confidentiality of the responses and anonymity of the respondent. There is no code that will link the responses to specific individuals. The statement in the questionnaire emphasizes that results from the survey will be aggregated and not presented at an individual level. Thematic analysis will be conducted on written comments and presented in the report as themes. Non-mandatory (Voluntary) The survey questionnaire likewise informs the respondent that participation in the survey is voluntary; every individual can choose to participate or not. It also notifies the respondent that non-participation will not affect the services they are currently receiving or will receive in the future. Languages The survey will be available to consumers in English and Spanish languages. As provided in the past, each page of the survey will reflect English on one side of the form and Spanish on the other. For consumers with limited English proficiency and speak a language other than Spanish, the RBHA and/or the provider administering the survey will extend their best effort to translate the survey in the consumer’s preferred language by utilizing the Language Line or other translation/interpretation services officially utilized by the RBHA or their provider. The extent of assistance provided in language translation should not attempt to define what the question means. Sampling Design Sample Frame The sample frame refers to the population eligible to take the survey. This provides the pool from which the sample size is determined and the sample population is randomly selected. Two sample frames will be developed for each RBHA: one for adults and the other for children. 4 The adult population is defined as consumers aged 18 and older. These individuals are enrolled in any of the adult programs: General Mental Health, Substance Abuse, or Serious Mental Illness. The children’s population is composed of consumers aged 17 and under. Age is calculated at the time of creation of the sample frame. In cases where there is a discrepancy between the age of the consumer and the behavioral health category, the consumer will be grouped according to the identified behavioral health category. The sample frame will be composed of all Title XIX/XXI consumers enrolled as of the date when the sample frame is developed and meet the eligibility criteria: (a) consumer must have a community-based mental health service other than transportation, laboratory and/or radiology services, and crisis; (b) service must have been received within 6 months prior to the sample pull; and (c) consumer must not be receiving services in an inpatient treatment setting at the time the sample frame is developed. In addition to the above, the following consumers will be excluded from the sample frame: v Consumers receiving services from fee-for-service providers o Due to administrative burden, fee for service providers are excluded. This particularly applies to consumers in the Pima and Southern Arizona counties. Sampling Method A statistically valid sample size for adults and children will be drawn for each RBHA, and distributed according to enrollment size across the providers. The sample size will be determined using a 90% confidence level, with a margin of error of +/- 5%. The determined sample size will be adjusted by 50% to allow for over-sampling of cases. Theoretically, the 50% over-sample should address the expected rate of non-participation as a result of consumer no-show for scheduled appointment or non-response (either as a choice made by the consumer or the sample consumer has no scheduled appointment). Drawing of sample A stratified random sampling method through utilizing the SPSS random sampling program will be used to identify sample population. ADHS will provide the RBHAs with the calculated sample size as well as the number of sample cases to be selected from each of its provider agencies based on their respective enrollment size. The RBHA will then conduct a stratified random selection of consumers. Once the sample population has been randomly selected, each provider agency will be advised of its sample population. Each provider will then conduct a review of the list to 5 determine that at least 85% of the sample has scheduled appointments. The random selection process will be repeated until this criterion is satisfied. To ensure that each consumer has equal probability of being selected, consumers will be linked to one provider – the provider where their clinical liaison is affiliated. Once the sample population has been finalized, a control file will be created and sent to each of the participating provider agencies. Each provider agency will then be responsible for identifying the specific provider location or site to which the client is presently receiving services. Check for Representation Bias The evaluation of demographic characteristics such as race, gender, ethnicity, age, program or Title XIX/XXI eligibility will be accomplished through data analysis. These variables will not be used as stratification criteria in sampling size determination. To ensure that population groups are neither over- nor under- represented, a check will be conducted using a differential threshold of 3% across the demographic characteristics of the population. This test will be conducted on both the sample frame and the sample population. Survey Methodology Distribution Method The primary distribution method is handing the survey questionnaire to the consumer at the provider office (i.e. clinic) by a non-clinical staff. As the consumer checks in for their appointment, s/he will be provided with a copy of the survey questionnaire to complete. If the consumer agrees to participate, s/he will be requested to complete the survey prior to his/her appointment. If the consumer is unable to complete the questionnaire, s/he will be allowed to finish it on site after the appointment or be provided with an addressed, stamped envelope to mail the survey in if they did not have time to complete it in the office. A drop box will be provided on site for completed surveys. Additionally, a specific area at the provider office will be designated for completing the survey. If the individual randomly selected has a scheduled appointment at home during the survey window, the provider staff will bring the survey questionnaire at the appointment date. If the consumer agrees to participate, s/he will be advised to complete the survey after the staff leaves and to mail the completed questionnaire using the pre-addressed, stamped envelope provided with the survey. A check box in the questionnaire will be used to track the distribution method. If there are a sufficient number of cases using each method, the results will be reported separately. Otherwise, all responses irrespective of the distribution method used will be combined and analyzed. 6 The adult survey will be administered to the adult consumer. If the individual requests assistance, a guardian may complete the questionnaire on the consumer’s behalf. The YSS-F will be administered to the parent/guardian of the child receiving services. Control File A control file contains information that will be used to pre-fill the survey prior to distribution. This information, such as provider agency name, RBHA name, and program type, will be used for further stratification of the survey results. The control file is also used to track whether the survey was offered or administered to the consumer. The response rate will be calculated using this information. Once the sample population has been finalized, a control file for each provider is created by the RBHA. The control file given to the provider should contain all the information mentioned above and the last column of the file left unfilled for the provider staff administering the survey to complete. Since this document contains protected health information, it will be treated as a confidential document. The control file is generated for each provider site in which sample consumers have been randomly selected. Each provider site should receive a control file that contains only the names of sample consumers expected to come to the site. Survey Administration Survey Timeframe The survey will be administered for a period of two months. The scheduled timeframe for the survey is April through May 2007. Roles and Responsibilities ADHS is responsible for the statewide oversight of the survey administration to ensure consistent implementation of the survey protocol. The protocol and survey tools will be developed by ADHS. ADHS will provide technical assistance throughout the survey process. Periodic monitoring, training, timelines, and use of checklist will be utilized to guide the RBHAs on critical points in the process. The RBHAs have the primary responsibility for ensuring that the protocol is precisely followed within their geographic regions. Direct oversight and assistance will be provided by the RBHAs to their providers. The RBHAs will ensure that the providers are appropriately trained and prepared to administer the survey. Each provider agency is primarily responsible for each of its sites in which the survey is to be administered. Each site will maintain all necessary materials for survey administration. At each site, a drop box and a designated area will be provided for consumers to complete the survey. Providers will also be responsible for the day-to-day operations – including having the survey tools, materials for completing the survey (pens, 7 pencils, clipboards), envelopes for return of the survey if needed, assigned resources for administration and collection of data for the survey. Administration to Non-Randomly Selected Consumers (Walk-in Requests) In cases where a consumer expresses desire to participate in the survey but whose name does not appear on the control list (i.e. the consumer was not randomly selected), the provider agency will allow the consumer to participate. However, to maintain the scientific rigor of the protocol, the survey questionnaire completed by this group of respondents will be tracked separately. Names of individuals who belong to this group will not be added to the control list. This group will be tracked in some other ways as described in the succeeding paragraph. The same protocol will be followed for the non-randomly selected group of respondents but the staff administering the survey should ensure that the surveys are kept separate from the randomly selected sample. Several control measures will be used. First, consumers that are not randomly selected to participate in the survey (i.e., walk-in respondents) will be given a copy of the survey questionnaire with the pre-filled section of the questionnaire not completed. Second, the survey questionnaire that will be used for non-randomly selected consumer is color-coded (note: surveys for the random sample will be printed on white paper. Mid-Term Evaluation After four weeks of survey administration, the Survey Planning group will re-convene to evaluate the progress of the survey. The group will evaluate any implementation or tracking issues that may have developed during the execution of the survey. An analysis of response rates will also be assessed at this time. Pre-Survey Activities Notification to Consumers about the Survey To encourage greater participation, efforts will be made to inform consumers in advance about the survey. RBHAs and providers will be encouraged to utilize all or a combination of any of the following media: flyers, posters, website announcements, or other promotional materials. A staff member or members at each provider site will be assigned to work on the survey. In addition to daily survey administrative duties, a component of the staff member’s role will include assisting consumers with the survey if necessary. Assistance may include: reading the survey to individuals unable to read, explaining the Likert scale used for scoring answers, emphasizing confidentiality of the survey, or ensuring consumers that participation in the survey is voluntary. Staff will be allowed to provide administrative assistance to the consumer, or provide encouragement to participate in the survey process. However, staff will not be able to explain the meaning of particular questions or provide interpretations on what particular questions mean. 8 Marketing/Training Materials Marketing materials created by ADHS and provided to the RBHAs prior to administration of the 2006 Consumer Survey were put into storage by the RBHAs and/or their providers at conclusion of the survey distribution period. The flyers and posters will be retrieved and displayed prior to administration of the 2007 Consumer Survey. Training materials, including a timeline outlining key points in the survey process, copies of the questionnaires, and a copy of the survey protocol will be made available to assist in providing consistent guidance in the survey process. Data Management and Reporting Scoring Protocol The scoring protocol recommended by MHSIP will be utilized for evaluating the domain areas within the survey, as follows: 1. 2. 3. 4. Recode ratings of ‘not applicable’ as missing values. Exclude respondents with more than one-third of the domain items missing. Calculate the mean of the items for each respondent. Calculate the percent of scores that are greater than 3.5 Technical assistance ADHS will provide technical assistance to the RBHAs as needed. Response Rate Calculation: The rate will be calculated using the formula: Response rate = A / B Where: A= Total number of surveys returned B= Total number of consumers approached or administered the survey (this data will come from the control file) Weighting methodology To account for any potential bias created by non-response or over-representation of a particular area, a weighting methodology will be used to adjust the data. Weights will be applied to the survey data prior to any data analysis. The appropriate weighting methodology will be incorporated in the Statistical Package for Social Sciences (SPSS) script that will be developed to process the survey data. 9 Dissemination of Findings Some of the strategies that have been identified are as follows: v Reporting of survey results in management meetings – Executive Management, v v v v Quality Management, Human Rights Committees, Behavioral Health Planning Council, Other consumer advocate groups, and other interest groups that may be identified Providers disseminate information to their local communities Involving consumers in distribution of information Having copies of the survey available at the provider sites Publishing results of survey on ADHS, RBHA and provider websites Information to be submitted to ADHS The RBHAs shall submit the following information to ADHS: v Sample frame file. File contains the RBHA ID, Client ID, Last Name, First Name, Middle name, Birth date, Age, Gender, Race, Ethnicity, TXIX/TXXI status, program type, provider ID. Due date: March 2, 2007 v Sample population file. File contains RBHA ID, Client ID, Last Name, First Name, Middle name, Birth date, Age, Gender, Race, Ethnicity, TXIX/TXXI status, program type, provider ID. Due date: March 23, 2007 v Consumer Participation Report. File contains the number of surveys administered or offered (information from the control file) and the number of surveys returned (count of surveys returned; exclude color-coded surveys returned). Due date: July 1, 2007 v Survey file or returned surveys – RBHAs should submit all returned surveys to ADHS for scanning. ADHS will keep a copy of the scanned data and create an analytic file to be given to the RBHAs for analysis. Due date: August 1, 2007 v RBHA report – This report will provide an analysis of 2007 consumer survey results and performance improvement activities planned or implemented to address areas in need of improvement. Due date: January 2, 2008 10 THIS SECTION MUST BE COMPLETED BY PROVIDER!! Name of Service Agency: ____________________________________________________________________ RBHA NAME: _________________________ SMI { Program/Fund Source: Client’s Entitlement Status: Non-SMI (GMH or SA) { TXIX { Home { Survey Location: Facility ID: ______________ TXXI { Clinic { YEAR 2007 ADULT CONSUMER SURVEY Please help us improve our program by completing this survey about the services you have received in the last six months. We are interested in your honest opinion. All responses will be treated as confidential. Any personal information will be excluded in the presentation of the survey results. Your current and/or future services will not be affected if you decide not to participate in this survey. If you have already taken this survey during the months of April or May 2007, you do not need to complete it again. After you have completed the survey, please fold and drop it in the survey box before you leave the office today. Thank you. Use Pen or Pencil Please fill in the bubbles completely with your answers to the following questions: Information about the Person Receiving Services: Age: Sex: { Male { Female Ethnicity: { Hispanic or Latino { Not Hispanic or Latino Please check all applicable race categories: Race: { White { Black/African American { Native Hawaiian/Pacific Islander { Asian { American Indian/Alaska Native How long have you been receiving mental health and/or substance abuse services? (from any provider) { 0 - 6 months { 7 - 11 months { 1 - 2 years { 3 - 5 years { more than 5 years About the Person Completing This Survey: I am the person directly receiving services. { Yes { No If not, please check your relation to the person who is directly receiving services: { Parent/Guardian { Friend { Relative (Uncle, Aunt, Cousin, Grandparent, etc.) Please continue to answer questions on the next page. { Other Strongly Agree Agree I am Neutral Disagree Strongly Disagree Not Applicable PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 1. I like the services that I received here. { { { { { { 2. If I had other choices, I would still get services from this agency. { { { { { { 3. I would recommend this agency to a friend or family member. 4. The location of services was convenient (parking, public transportation, distance, etc.) 5. Staff were willing to see me as often as I felt it was necessary. { { { { { { { { { { { { { { { { { { 6. Staff returned my call in 24 hours. { { { { { { 7. Services were available at times that were good for me. { { { { { { 8. I was able to get all the services I thought I needed. { { { { { { 9. I was able to see a psychiatrist when I wanted to. { { { { { { 10. Staff here believe that I can grow, change and recover. { { { { { { 11. I felt comfortable asking questions about my treatment and medication. { { { { { { 12. I feel free to complain. { { { { { { 13. I was given information about my rights. { { { { { { 14. Staff encouraged me to take responsibility for how I live my life. { { { { { { 15. Staff told me what side effects to watch out for. 16. Staff respected my wishes about who is and who is not to be given information about my treatment. 17. I, not staff, decided my treatment goals. 18. Staff were sensitive to my cultural background (race, religion, language, etc.) 19. Staff helped me obtain the information I needed so that I could take charge of managing my illness. 20. I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone line, etc.) { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { 21. I deal more effectively with daily problems. { { { { { { 22. I am better able to control my life. { { { { { { 23. I am better able to deal with crisis. { { { { { { 24. I am getting along better with my family. { { { { { { 25. I do better in social situations. { { { { { { 26. I do better in school and/or work. { { { { { { 27. My housing situation has improved. { { { { { { 28. My symptoms are not bothering me as much. { { { { { { 29. I do things that are more meaningful to me. { { { { { { 30. I am better able to take care of my needs. { { { { { { 31. I am better able to handle things when they go wrong. { { { { { { 32. I am better able to do things that I want to do. { { { { { { In order to provide the best possible behavioral health services, we need to know what you think about the services you received DURING THE LAST 6 MONTHS, the people who provided it, and the results. As a direct result of the services I received: For questions 33-36 please answer for relationships with persons other than your mental health provider(s) 33. I am happy with the friendships I have. { { { { { { 34. I have people with whom I can do enjoyable things. { { { { { { 35. I feel I belong in my community. { { { { { { 36. In a crisis, I would have the support I need from family or friends. { { { { { { Please continue to answer questions on the next page. Strongly Agree Agree I am Neutral Disagree Strongly Disagree Not Applicable PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 37. My doctor explained the benefits, risks, and alternatives of medications prescribed for me and I understood. 38. I received assistance in getting my job. { { { { { { { { { { { { 39. I received assistance in keeping my job. { { { { { { 40. I received assistance in getting my housing. { { { { { { 41. I received assistance in keeping my housing. { { { { { { 42. My family is as involved as I want them to be in my treatment. 43. Member advocacy services (education, referral, and assistance with member concerns and complaints) were made available to me. 44. My cultural preferences and race/ethnicity were included in planning the services I received. { { { { { { { { { { { { { { { { { { Additional Questions: Please answer the following questions to let us know how you are doing. 45. How long have you received mental health services from this { Less than a year (less than 12 months) provider? (Continue to Question 46) { 1 year or more (at least 12 months) (Skip to Question 49) If you answered “Less than a year (less than 12 months)”, please complete questions 46 – 48. 46. Were you arrested since you began to receive mental health { Yes { No services? 47. Were you arrested during the 12 months prior to that? { Yes { No 48. Since you began to receive mental health services, have your { been reduced (for example, I have encounters with police… not been arrested, hassled by police, taken by police to a shelter or crisis program) { stayed the same { increased { not applicable (I had no police encounters this year or last year) If you answered “1 year or more (at least 12 months)”, please complete questions 49 – 51. 49. Were you arrested during the last 12 months? 50. Were you arrested during the 12 months prior to that? 51. Over the last year, have your encounters with police… { Yes { No { Yes { No { been reduced (for example, I have not been arrested, hassled by police, taken by police to a shelter or crisis program) { stayed the same { increased { not applicable (I had no police encounters this year or last year) Please continue to answer questions on the next page. Please feel free to use the space provided below to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please write them in the comments section. Thank you for your time and cooperation in completing this questionnaire. What have been some of the most helpful things about the services you received over the last 6 months? ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ What would improve the services that you receive here? ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ Please list any other comments you may want to share: ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ Thank you for completing this questionnaire. ¡¡ESTA SECCIÓN DEBE SER COMPLETADA POR EL PROVEEDOR!! Nombre de Agencia de Servicio ____________________________________________________ NOMBRE de RBHA: ___________________________ Fuente de Programa/Fondo: SMI { Ubicación de la Encuesta: No-SMI (GMH o SA) { TXIX { El Estado de Derecho del Cliente: Instalación ID: ___________ Casa { TXXI { Clínica { EL CONSUMIDOR DE SERVICIOS PARA ADULTO AÑO 2007 Por favor ayúdenos a mejorar nuestro programa completando esta revisión sobre los servicios que usted ha recibido en los seis meses pasados. Estamos interesados en su opinión honesta. Todas las respuestas serán tratadas como confidenciales. Cualquier información personal será excluida en la presentación de los resultados de revisión. Sus servicios actuales y/o futuros no serán afectados si usted decide no participar en esta encuesta. Si usted ha tomado ya esta encuesta en los meses de abril o mayo de 2007, entonces no tiene que completarla otra vez. Después de que usted ha finalizado, por favor doble la hoja y deposítela en la caja de encuestas, antes de usted salga de la oficina hoy. Gracias. Use Pluma o Lápiz Por favor rellene las burbujas completamente con sus respuestas a las preguntas siguientes: Información sobre los Servicios de Recepción de Persona: Edad: _______ Sexo: { Hombre { Mujer Pertenencia étnica: { Hispano o Latino { No Hispano o Latino Por favor compruebe todas las categorías de raza aplicables Raza: { Blanco { Americano negro/africano { Asiático { Americano Nativo / Nativo de Alaska { Nativo de Hawai/Isleño del Pacífico ¿Cuánto tiempo ha usted estado recibiendo servicios de salud mental y/o de abuso de sustancias? (de cualquier proveedor ) { 0 - 6 meses { 7 - 11 meses { 1 - 2 años { 3 - 5 años { más de 5 años Sobre la persona que completa esta encuesta: Soy la persona que directamente recibe servicios: { Sí { No Si no, por favor marque la relación con la persona que recibe directamente servicios: { Padre/Guardián { Amigo { Pariente (Tío, Tía, Primo, Abuelo, etc.) Por favor siga contestando preguntas en la siguiente página. { Otro Muy de acuerdo De acuerdo Neutro En Desacuerdo Muy en desacuerdo No Aplica POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE 1. Me gustaron los servicios que recibí aquí. 2. Si yo tuviera otras opciones, yo todavía preferiría los servicios de esta agencia. 3. Yo recomendaría esta agencia a un miembro de la familia o un amigo. 4. La ubicación de los servicios era conveniente (estacionamiento, transporte público, distancia, etc.) 5. El personal quiso verme tan a menudo como sentí que era necesario. { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { 6. El personal devolvió mi llamada en 24 horas. 7. Los servicios estaban disponibles a las horas que eran convenientes para mí. 8. Recibí los servicios que pensé que necesitaba. { { { { { { { { { { { { { { { { { { 9. Pude ver a un Psiquiatra cuando así lo solicité. { { { { { { 10. El personal aquí cree que puedo crecer, cambiarme y recuperarme. 11. Me sentí cómodo haciendo preguntas acerca de mi tratamiento y medicación. 12. Me siento libre de quejarme. { { { { { { { { { { { { { { { { { { 13. Me dieron la información sobre mis derechos. 14. El personal me animó a tomar la responsabilidad de como vivo mi vida. 15. El personal me informó que efectos secundarios tener cuidado. 16. El personal respetó mis deseos sobre a quién si y a quien no deben dar información sobre mi tratamiento. 17. Yo, y no el personal, decidí las metas de mi tratamiento. 18. El personal fue respetuoso de mis raíces cultural/étnicas (raza, religión, lenguaje, etc.). 19. El personal me ayudó a obtener la información que necesité de modo que yo pudiera hacerme cargo de manejar mi enfermedad. 20. Fui animado a usar programas manejados por consumidores (grupos de { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { Como un resultado directo de los servicios recibí: 21. Trato más con eficacia con problemas diarios. { { { { { { 22. Soy mejor capaz de controlar mi vida. { { { { { { 23. Soy más capaz de lidiar con la crisis. { { { { { { 24. Me llevo mejor con los miembros de mi familia. { { { { { { 25. Me desenvuelvo mejor en situaciones sociales. { { { { { { 26. Tengo mejor desempeño en la escuela y/o trabajo. { { { { { { 27. Mi situación de vivienda ha mejorado. { { { { { { 28. Los síntomas no me molestan tanto como antes. { { { { { { 29. Hago cosas que son más significativas para mí. { { { { { { 30. Soy más capaz de ocuparme de mis necesidades. { { { { { { 31. Soy capaz de manejar cosas cuando no van bien. { { { { { { 32. Soy capaz de hacer cosas que quiero hacer. { { { { { { A fin de proporcionar un mejor servicio en los cuidados de salud mental y abuse de sustancias, tenemos que saber lo que usted piensa sobre los servicios que usted recibió DURANTE los 6 MESES PASADOS, la gente que lo proporciono, y los resultados. apoyo, centros de ayuda informal, línea telefónica de crisis, etc.) Por favor siga contestando preguntas en la siguiente página. POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE Muy de acuerdo De acuerdo Neutro En Desacuerdo Muy en desacuerdo No Aplica Para las preguntas 33-36 por favor responda basado en relaciones con personas diferentes de su proveedor (es) de salud mental. 33. Soy feliz con las amistades que tengo. { { { { { { 34. Tengo a personas con las que puedo hacer cosas agradables. { { { { { { 35. Siento que pertenezco en mi comunidad. { { { { { { 36. En una crisis, yo tendría el apoyo que necesito de familia o amigos. Preguntas Adicionales: 37. Mi doctor explicó las ventajas, riesgos, y alternativas de los medicamentos que me prescribió y fue claro de manera que entendí. 38. Recibí asistencia en conseguir mi trabajo. { { { { { { { { { { { { { { { { { { 39. Recibí asistencia en mantener mi trabajo. { { { { { { 40. Recibí asistencia en conseguir mi vivienda. { { { { { { { { { { { { 41. Recibí asistencia en mantener mi vivienda. 42. Mi familia está tan implicada como quiero que ellos estén en { { { { { { mi tratamiento. 43. Servicios de defensa de miembro (educación, remisión, y asistencia { { { { { { para preocupaciones y quejas) me fueron puestos a disposición. 44. Mis preferencias culturales y raza/pertenencia étnica fueron incluidas { { { { { { en la planificación servicios que recibí. Por favor conteste las preguntas siguientes para avisarnos como usted hace. 45. ¿Durante cuánto tiempo ha recibido usted servicios de { Menos de un año (menos de 12 meses) salud mental de este proveedor? (Continué con la pregunta 46) { 1 año o más (al menos 12 meses) (Vaya a la pregunta 49) Si usted contestara “menos de un año (menos de 12 meses)”, por favor complete preguntas 46 – 48. 46. ¿Ha sido usted arrestado desde que comenzó a recibir { Sí { No servicios de salud mental? 47. ¿Ha sido usted arrestado durante los 12 meses { Sí { No anteriores a esto? 48. Desde que usted comenzó a recibir servicios de salud { se han reducido (por ejemplo, no he sido mental, ¿Ha tenido incidentes con la policía… arrestado, molestado por la policía, enviado por la policía a un refugio o programa de crisis) { sigue igual { ha aumentado { no aplicable (yo no he tenido ningún incidente con la policía este año o el año pasado) Si usted contestara “1 año o más (al menos 12 meses)”, por favor complete preguntas 49 – 51. 49. ¿Ha sido arrestado durante los 12 meses pasados? { Sí { No 50. ¿Ha sido usted arrestado durante meses anteriores a esto? 51. Durante el año pasado, ha tenido incidentes con la policía … { Sí { No { sido interrogado (por ejemplo, no he sido arrestado, molestado por policía, tomada por policía a un refugio o programa de crisis) { ha sido igual { ha aumentado { no aplicable (yo no tenía ninguna policía encuentro este año o el año pasado) Por favor siéntase libre de usar el espacio proporcionado abajo para comentar sobre cualquiera de sus respuestas. También, si hay áreas que no fueron cubiertas por este cuestionario que usted siente debería haber sido, por favor escríbalos en la sección de comentarios. Gracias por su tiempo y cooperación en completar este cuestionario. ¿Cuáles han sido algunas cosas más provechosas sobre los servicios que usted recibió durante los 6 meses pasados? ¿Qué mejoraría los servicios qué usted recibe aquí? Por favor escriba cualquier otro comentario que usted quiera compartir: Gracias por completar este cuestionario. THIS SECTION MUST BE COMPLETED BY PROVIDER!! Name of Service Agency: ____________________________________________________________________ RBHA NAME: ________________________ TXIX { Client’s Entitlement Status: Survey Location: Home { Facility ID:_______________ TXXI { Clinic { YEAR 2007 YOUTH SERVICES SURVEY FOR FAMILIES Please help us improve our program by completing this survey about the services you have received in the last six months. We are interested in your honest opinion. All responses will be treated as confidential. Any personal information will be excluded in the presentation of the survey results. Your child and family’s current and/or future services will not be affected if you decide not to participate in this survey. If you have already taken this survey in the months of April or May 2007, then you do not need to complete it again. After you have completed the survey, please fold and drop it in the survey box before you leave the office today. Thank you. Use Pen or Pencil Please fill in the bubbles completely with your answers to the following questions: Information about the Person Receiving Services: Child’s Age: Child’s Sex: { Male { Female Child’s Ethnicity: { Hispanic or Latino { Not Hispanic or Latino Please check all applicable race categories: Child’s Race: { White { Black/African American { Native Hawaiian/Pacific Islander { Asian { American Indian/Alaska Native How long has your child been receiving mental health and/or substance abuse services? (from this provider) { 0 - 6 months { 7 - 11 months { 1 - 2 years Please check your relationship with the child: Does your family have a Child and Family Team? { 3 - 5 years { more than 5 years { Parent/Guardian { Friend { Relative (Uncle, Aunt, Cousin, Grandparent, etc.) { Other { Yes { No Please continue to answer questions on the next page. Strongly Agree Agree I am Neutral Disagree Strongly Disagree Not Applicable PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 1. Overall, I am satisfied with the services my child received. { { { { { { 2. I helped to choose my child’s services. { { { { { { 3. I helped to choose my child’s treatment goals. { { { { { { 4. The people helping my child stuck with us no matter what. { { { { { { Please help our agency make services better by answering some questions about the services your child received OVER THE LAST 6 MONTHS. 5. I felt my child had someone to talk to when he/she was troubled. { { { { { { 6 I participated in my child’s treatment. { { { { { { 7. The services my child and/or family received were right for us. { { { { { { 8. The location of services was convenient for us. { { { { { { 9. Services were available at times that were convenient for us. { { { { { { 10. My family got the help we wanted for my child. { { { { { { 11. My family got as much help as we needed for my child. { { { { { { 12. Staff treated me with respect. { { { { { { 13. Staff respected my family’s religious/spiritual beliefs. { { { { { { 14. Staff spoke with me in a way that I understood. { { { { { { 15. Staff were sensitive to my cultural/ethnic background. { { { { { { 16. My child is better at handling daily life. { { { { { { 17 My child gets along better with family members. { { { { { { 18. My child gets along better with friends and other people. { { { { { { 19. My child is doing better in school and/or work. { { { { { { 20. My child is better able to cope when things go wrong. { { { { { { 21 I am satisfied with our family life right now. { { { { { { 22. My child is better able to do things he or she wants to do. { { { { { { As a result of the services my child and/or family received: As a result of the services my child and/or family received: please answer for relationships with persons other than your mental health provider(s). 23 I know people who will listen and understand me when I need to talk. 24. I have people that I am comfortable talking with about my child’s problems. 25 In a crisis, I would have the support I need from family or friends. { { { { { { { { { { { { { { { { { { 26. I have people with whom I can do enjoyable things. { { { { { { 27. What has been the most helpful thing about the services you and your child received over the last 6 months? ________________________________________________________________________________________________ ________________________________________________________________________________________________ 28. What would improve the services here? _____________________________________________________________ ________________________________________________________________________________________________ ________________________________________________________________________________________________ Please continue to answer questions on the next page. Strongly Agree Agree I am Neutral Disagree Strongly Disagree Not Applicable PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 29. My child is enrolled at the appropriate grade level in school. { { { { { { 30. My child has remained stable in his/her living situation for the past year. { { { { { { 31. My child is staying out of trouble with the law. 32. The treatment team has helped us find people in the community to help support our needs. 33. Our family and other important friends are a part of the team in my child’s treatment plan. 34. I am satisfied with the support my family receives from our child and family team. 35. Timely support has been available to handle crisis situations. { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { 36. My child’s symptoms are not bothering him/her as much. 37. Our family’s cultural preferences and race/ethnicity were included in planning the services that my child/family receives. 38. My child’s doctor explained the benefits, risks, and alternatives of medications prescribed for him/her and I understood. 39. Is your child currently living with you? { { { { { { { { { { { { { { { { { { Additional Questions: { Yes { No 40. Has your child lived in any of the following places in the last 6 months? (CHECK ALL THAT APPLY) { With one or both parents { With another family member { Foster home { Therapeutic foster home { Crisis shelter { Homeless shelter { Group home { Residential treatment facility { Hospital { Local jail or detention facility { State correctional facility { Runaway/homeless/on the streets { Other (describe):________________________________________________________________________________ 41. In the last year, did your child see a medical doctor (or nurse) for a health check up or because he/she was sick? (Check one) { Yes, in a clinic or office { Yes, but only in a hospital emergency room { No { Do not remember 42. Is your child on medication for emotional/behavioral problems? 43. If yes, did the doctor or nurse tell you and/or your child what side effects to watch for? 44. Is your child still getting services from this provider? 45. How long did your child receive services from this provider? { Yes { No { Yes { No { Yes { No { Less than 1 month { 1-5 Months { 6 months to 1 year { More than 1 year (skip to Question 52) 46. Was your child arrested since beginning to receive mental health services? 47. Was your child arrested during the 12 months prior to that? 48. Since your child began to receive mental health services, have their encounters with the police… { Yes { No { Yes { No { been reduced (for example, they have not been arrested, hassled by the police, taken by police to a shelter or crisis program) { stayed the same { increased { not applicable (They had no police encounters this year or last year) Please continue to answer questions on the next page. PLEASE MARK YOUR ANSWERS BY FILLING IN THE BUBBLES COMPLETELY 49. Was your child expelled or suspended from school since beginning services? 50. Was your child expelled or suspended from school during the 12 months prior to that? 51. Since starting to receive services, the number of days my child was in school is… { Yes { No { Yes { No { greater { about the same { less { does not apply (please select why this does not apply) { child did not have a problem with attendance before starting services { child is too young to be in school { child was expelled from school { child is home schooled { child dropped out of school { Other: 52. Was your child arrested during the last 12 months? 53. Was your child arrested during the 12 months prior to that? 54. Over the past year, have your child’s encounters with the police… { Yes { No { Yes { No { been reduced (for example, they have not been arrested, hassled by the police, taken by police to a shelter or crisis program) { stayed the same { increased { not applicable (They had no police encounters this year or last year) 55. Was your child expelled or suspended from school during the last 12 months? 56. Was your child expelled or suspended from school during the 12 months prior to that? 57. Over the last year, the number of days my child was in school is… { Yes { No { Yes { No { greater { about the same { less { does not apply (please select why this does not apply) { child did not have a problem with attendance before starting services { child is too young to be in school { child was expelled from school { child is home schooled { child dropped out of school { Other: Please continue to answer questions on the next page. Please feel free to use the space provided below to comment on any of your answers. Also, if there are areas which were not covered by this questionnaire which you feel should have been, please write them in the comments section. Thank you for your time and cooperation in completing this questionnaire. Please list any other comments you may want to share: ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ ____________________________________________________________________________________________ Thank you for completing this questionnaire. ¡¡ESTA SECCIÓN DEBE SER COMPLETADA POR EL PROVEEDOR!! Nombre de Agencia de Servicio __________________________________________ NOMBRE de RBHA: __________________ El Estado de Derecho del Cliente: Ubicación de la Encuesta: Casa { Instalación ID: _____________ TXIX { TXXI { Clínica { ENCUESTA PARA FAMILIAS DE JOVENES QUE RECIBIERON SERVICIOS EN EL AÑO 2007 Por favor ayúdenos a mejorar nuestro programa completando esta encuesta sobre los servicios que usted ha recibido en los últimos seis meses. Estamos interesados en su opinión honesta. Todas las respuestas serán tratadas como confidenciales. Cualquier información personal será excluida en la presentación de los resultados de esta encuesta. Los servicios actuales y/o futuros de su hijo(a) o la familia no serán afectados si usted decide no participar en esta encuesta. Si usted ha tomado ya esta encuesta en los meses de abril o mayo de 2007, entonces no tiene que completarla otra vez. Después de que usted ha finalizado, por favor doble la hoja y deposítela en la caja de encuestas, antes de usted salge de la oficina hoy. Gracias. Use Pluma o Lápiz Por favor rellene las burbujas completamente con sus respuestas a las preguntas siguientes: Información sobre los servicios de Recepción de Persona: La Edad del Niño: El Sexo del Niño: { Hombre La Pertenencia étnica del Niño { Mujer { Hispano o Latino { No Hispano o Latino Por favor compruebe todas las categorías de raza aplicables: La Raza del Niño: { Blanco { Americano negro/Africano Americano { Asiático { Americano Nativo/ Nativo de Alaska { Nativo de Hawai/Isleño del Pacífico ¿Cuánto tiempo ha estado su hijo(a) recibiendo servicios de salud mental y/o de abuso de sustancias? (De este proveedor) { 0 - 6 meses { 7 - 11 meses { 1 - 2 años { 3 - 5 años { más de 5 años Por favor indique su relación con el niño: { Padre/Guardián { Amigo { Pariente (Tío, Tía, Primo, Abuelo, etc.) { Otro ¿Tiene su familia un Equipo de Niño y Familia? { Sí { No Por favor siga contestando preguntas en la siguiente página. Muy De acuerdo De acuerdo Neutro En desacuerdo Muy en desacuerdo No Aplica POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE 1. En general, estoy satisfecho con los servicios que mi hijo(a) recibió. { { { { { { 2. Ayudé elegir los servicios de mi hijo(a). { { { { { { 3. Ayudé elegir los objetivos de tratamiento de mi hijo(a). { { { { { { 4. La gente que ayuda a mi hijo(a) nos apoyó sin falta. { { { { { { 5. Sentí que mi hijo(a) tenía alguien para dirigirse cuando estaba preocupado. { { { { { { 6. Participé en el tratamiento de mi niño. { { { { { { 7. Los servicios que mi niño y/o familia recibieron eran correctos para nosotros. { { { { { { 8. La ubicación de servicios era conveniente para nosotros. 9. Los servicios estaban disponibles a veces que eran convenientes para nosotros. 10. Mi familia recibió la ayuda que estábamos buscando para mi hijo(a). { { { { { { { { { { { { { { { { { { 11. Mi familia recibió tanta ayuda como necesitamos para mi hijo(a). { { { { { { 12. El personal me trató con respeto. { { { { { { 13. El personal respetó las creencia religiosas/espirituales de mi familia. { { { { { { 14. El personal habló conmigo en un camino que entendí. { { { { { { 15. El personal era respetuoso de mis raíces cultural/étnica. { { { { { { A consecuencia de los servicios mi niño y/o familia recibieron: 16. Mi hijo(a) se enfrenta mejor al manejo de la vida diaria. { { { { { { 17. Mi hijo(a) se lleva mejor con miembros de familia. { { { { { { 18. Mi hijo(a) se lleva mejor con amigos y otras personas. { { { { { { 19. A mi hijo(a) le va mejor en la escuela y/o trabajo. { { { { { { 20. Mi hijo(a) esta mas dispuesto a enfrentar mejor las situaciones difíciles. { { { { { { 21. Estoy satisfecho con nuestra vida familiar actualmente. { { { { { { 22. Mi hijo(a) es más capaz de hacer cosas que quiere hacer. { { { { { { Por favor ayude a nuestra agencia a mejorar los servicios, contestando algunas preguntas sobre los servicios que su niño recibido DURANTE los ULTIMOS 6 MESES. Como resultado de los servicios mi niño y/o familia recibieron: por favor responda basado en la relaciones con personas diferentes de su proveedor(es) de salud mental. 23. Conozco gente que escuchará y me entenderá cuando necesito { { { { { { hablar. 24. Tengo personas con las que me siento cómodo hablando acerca del { { { { { { problema de mi hijo(a). { { { { { { 25. En una crisis, yo tendría el apoyo que necesito de familia o amigos. { { { { { 26. Tengo a la personas con quien puedo hacer cosas agradables. 27. ¿Cuál ha sido la cosa más provechosa sobre los servicios usted y su hijo(a) recibieron durante los 6 meses pasados? 28. ¿Qué mejoraría los servicios aquí? Por favor siga contestando preguntas en la siguiente página. { Muy De acuerdo De acuerdo Neutro En desacuerdo Muy en desacuerdo No Aplica POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE 29. Mi hijo(a) esta matriculado en el nivel apropiado en la escuela. { { { { { { 30. Mi hijo(a) ha permanecido estable en su situación durante el año pasado. { { { { { { 31. Mi hijo(a) se estado alejado de problemas con la ley. 32. El equipo de tratamiento nos ha ayudado a encontrar la gente en la comunidad que apoya nuestras necesidades. 33. Nuestra familia y otros amigos importantes son una parte del equipo de niño y familia en el plan de tratamiento de mi niño. 34. Estoy satisfecho con el apoyo que mi familia recibe de nuestro equipo de niño y familia. 35. El apoyo oportuno ha estado disponible para manejar situaciones de crisis. { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { { 36. Los síntomas de mi hijo(a) no los molestan tanto. 37. Las preferencias culturales y de raza/pertenencia étnica de nuestra { familia fueron incluidas en la planificación de los servicios que mi hijo(a) /familia recibe. 38. El doctor de mi hijo(a) explicó las ventajas, riesgos, y alternativas de { medicaciones prescritas para él y fue claro de manera que yo entendí. 39. ¿Vive actualmente su hijo(a) con usted? 40. ¿Ha vivido su niño en cualquiera de los sitios siguientes en los últimos 6 meses? { { { { { { { { { { { { { { { Preguntas Adicionales: { Sí { No (MARQUE TODO LO QUE APLICA) { Con uno o ambos padres { Con otro miembro de familia { Familia adoptiva terapéutica { Refugio de crisis { Centro de tratamiento { Grupo casero { Cárcel local o instalación de detención { Otro (describa) { Instalación correccional 41. ¿En el año pasado, vio su hijo(a) un doctor médico (o enfermera) para un control de salud o porque él/ella estaba enfermo? (Elija una de las opciones) { Familia adoptiva { Refugio para los sin hogar { Hospital { Escapó/o vive en las calles { Sí, en una clínica o oficina { Sí, pero sólo en un cuarto de emergencia de hospital { No { No recuerdo 42. ¿Esta su hijo(a) tomando medicamentos para problemas de conducta / emocionales? 43. ¿Si la respuesta es afirmativa, responda si el doctor o la enfermera le explicaron con que clase de efectos secundarios debe estar alerta? 44. ¿Todavía esta su hijo recibiendo servicios de este proveedor? 45. ¿Por cuánto tiempo recibió su hijo(a) servicios de este proveedor? { Sí { No { Sí { No { Sí { No { Menos de 1 mes { 1-5 Meses { 6 Meses a 1 año { Más de 1 año (vaya a la preguntar 52) 46. ¿Ha sido su hijo(a) arrestado desde que comenzó a recibir servicios de salud mental? 47. ¿Estuvo arrestado su hijo(a) durante los 12 meses anteriores a esto? 48. Desde que su hijo comenzó a recibir servicios de salud mental, ha tenido incidentes con la policía … { Sí { No { Sí { No { ha reducido (por ejemplo, ellos no han sido arrestados, molestados por la policía, tomada por la policía a un refugio programa de crisis) { ha sido igual { ha aumentado { no aplicable (ellos no tenían ningunos encuentro de policía este año o el año pasado) POR FAVOR MARQUE SUS RESPUESTAS RELLENANDO LAS BURBUJAS COMPLETAMENTE 49. ¿Ha sido su hijo expulsado o suspendido de su escuela desde que comenzaron a recibir los servicios? 50. ¿Fue su hijo expulsado o suspendido de su escuela durante los 12 meses anteriores de esto? 51. Desde que comienzo a recibir servicios, el número de días mi hijo(a) estaba en la escuela fue… { Sí { No { Sí { No { mayor { el mismo { menos { no se aplica (por favor seleccione por qué este no se aplica) { el niño no tenía un problema con la asistencia antes de servicios iniciales { el niño es demasiado joven para estar en la escuela { el niño fue expulsado de la escuela { el niño esta siendo ensenado en la casa { el niño abandonó la escuela 52. ¿Ha sido su hijo(a) arrestado durante los 12 meses pasados? 53. ¿Estuvo arrestado su hijo(a) durante los 12 meses antes de esto? 54. Durante el año pasado, los incidents de su niño con la policia… { Otro { Sí { No { Sí { No { ha reducido (por ejemplo, ellos no han sido arrestados, molestados por la policía, tomada por la policía a un refugio programa de crisis) { ha sido igual { ha aumentado { no aplicable (ellos no tenían ningunos encuentro de policía este año o el año pasado) 55. ¿Fue expulsado su niño o suspendido de la escuela durante los 12 meses pasados? 56. ¿Fue expulsado su niño o suspendido de la escuela durante los 12 meses antes de esto? 57. Durante el año pasado, el número de días mi niño fue a la escuela era… { Sí { No { Sí { No { mayor { el mismo { menos { no se aplica (por favor seleccione por qué este no se aplica) { El niño no tenía un problema con la asistencia antes de servicios iniciales { El niño es demasiado joven para estar en la escuela { El niño fue expulsado de la escuela { El niño esta siendo ensenado en la casa { El niño abandonó la escuela { Otro Por favor siga contestando preguntas en la siguiente página. Por favor siéntase libre de usar el espacio proporcionado abajo para comentar sobre cualquiera de sus respuestas. También, si hay áreas que no fueron cubiertas por este cuestionario que usted siente debería haber sido, por favor escríbalos en la sección de comentarios. Gracias por su tiempo y cooperación en completar este cuestionario. Por favor escriba cualquier otro comentario que usted quiera compartir: Gracias por completar este cuestionario. 2007 Adult Survey Respondents: Gender Female Male Total 841 483 1324 64% 36% 100% Male 36% Female 64% 2007 Adult Survey Respondents: Age 18-21 Year 22-30 Year 31-45 Year 46-65 Year 66-75 Year 75+ Years 50% 40% 30% 20% 60 202 453 525 33 12 1285 4.7% 15.7% 35.3% 40.9% 2.6% 35.3% 0.9% 100.0% 40.9% 15.7% 10% 4.7% 2.6% 0.9% 0% 18-21 Years 22-30 Years 31-45 Years 46-65 Years 66-75 Years 75+ Years 2007 Adult Survey Respondents: Ethnicity Not Hispanic or Latino Hispanic or Latino 841 335 1176 72% 28% 100% Hispanic or Latino 28% Not Hispanic or Latino 72% 2007 Adult Survey Respondents: Race 10% 9% 8% White 86.6% African American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander Multiple race 770 58 5 27 1 28 889 7% 86.6% 6.5% 0.6% 3.0% 0.1% 3.1% 100.0% 6% 5% 4% 3% 2% <1% <1% 1% White African American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander Multiple race 2007 Adult Survey Respondents: Length of Behavioral Health Services 50% 40% 0-6 Months 7-11 Month 1-2 Years 3-5 Years 5+ Years 125 95 251 268 547 1286 9.7% 7.4% 19.5% 20.8% 42.5% 100.0% 42.5% 30% 19.5% 20% 10% 20.8% 9.7% 7.4% 0% 0-6 Months 7-11 Months 1-2 Years 3-5 Years 2007 Adult Survey Respondents: Program Type SMI Non-SMI Total 550 672 1222 45.0% 55.0% 100.0% Non-SMI 55% SMI 45% 5+ Years 2007 Adult Consumer Survey, Statewide Percent of Positive Response by Line Item (Numbers are based on actual valid survey returns. Percentages are based on weighted scores.) Survey Item General Satisfaction: 1. I like the services that I received here. 2. If I had other choices, I would still get services from this agency. 3. I would recommend this agency to a friend or family member. Service Access 4. The location of services was convenient (parking, public transportation, distance, etc.) 5 Staff were willing to see me as often as I felt it was necessary.. 6. Staff returned my call in 24 hours. 7. Services were available at times that were good for me. 8. I was able to get all the services I thought I needed. 9. I was able to see a psychiatrist when I wanted to. Participation in Treatment Planning 11. I felt comfortable asking questions about my treatment and medication. 17. I, not staff, decided my treatment goals. Service Quality and Appropriateness 10. Staff here believe that I can grow, change and recover. 12. I feel free to complain. 13. I was given information about my rights. 14. Staff encouraged me to take responsibility for how I live my life. 15. Staff told me what side effects to watch out for. 16 Staff respected my wishes about who is and who is not to be given information about my treatment.. 18. Staff were sensitive to my cultural background (race, religion, language, etc.) 19. Staff helped me obtain the information I needed so that I could take charge of managing my illness. 20. I was encouraged to use consumer-run programs (support groups, drop-in centers, crisis phone line, etc.) Outcomes 21. I deal more effectively with daily problems. 22. I am better able to control my life. 23. I am better able to deal with crisis. 24 I am getting along better with my family.. 25. I do better is social situations. 26. I do better in school and/or work 27. My housing situation has improved 28. My symptoms are not bothering me as much. Number Percent 1143 1088 1129 86% 83% 80% 88% 77% 1067 1094 965 1110 1049 906 1074 1069 1156 1113 1022 80% 81% 75% 83% 77% 70% 79% 88% 79% 88% 86% 84% 90% 87% 78% 1149 89% 1032 81% 1069 84% 981 79% 74% 75% 73% 71% 72% 62% 59% 62% 63% 1147 1003 989 968 917 915 813 601 742 821 Improved Functioning 28. My symptoms are not bothering me as much. 29. I do things that are more meaningful to me. 30. I am better able to take care of my needs. 31. I am better able to handle things when they go wrong. 32 I am better able to do things that I want to do. Social Connectedness 33. I am happy with the friendships I have. 34. I have people with whom I can do enjoyable things. 35. I feel I belong in my community. 36. In a crisis, I would have the support I need from family or friends. 821 883 895 857 863 913 944 771 979 66% 63% 67% 68% 62% 67% 65% 67% 70% 60% 75% 2007 Adult Consumer Survey, Percent of Positive Response by Domain and Subgroup Service Quality and Participation General Service Appropriatene in Treatment Subgroup Satisfaction Access ss Planning N Gender Male Female Age Group 18-21 22-30 31-45 46-64 65-74 75+ Race White only African American only Asian only Am Indian/Al Native only Nat Hawaiian/Pacific Islander only Multiple Race Ethnicity Hispanic or Latino Not Hispanic or Latino Length of Services 0-6 months 7-11 months 1-2 years 3-5 years 5 years + Program SMI Non-SMI Outcomes Improved Functioning Social Connectedness % N % N % N % N % N % N % 324 553 87% 85% 300 487 81% 75% 322 580 87% 89% 291 496 79% 79% 280 474 76% 73% 253 419 68% 65% 255 405 69% 63% 53 119 309 341 23 9 87% 80% 87% 86% 92% 100% 54 107 273 309 20 5 90% 72% 77% 78% 80% 56% 45 126 317 360 24 9 75% 85% 89% 90% 92% 100% 44 117 290 297 14 9 73% 80% 83% 78% 58% 100% 48 105 263 294 21 9 79% 71% 75% 74% 81% 100% 43 105 230 259 15 8 71% 71% 65% 65% 60% 89% 48 101 226 244 18 9 80% 71% 64% 62% 72% 90% 656 41 5 86% 77% 100% 584 45 1 77% 85% 20% 668 48 5 88% 89% 100% 575 43 5 79% 84% 100% 565 36 0 75% 68% 0% 506 35 1 67% 66% 20% 489 27 1 65% 51% 20% 17 63% 15 56% 17 65% 24 92% 9 33% 8 31% 8 36% 1 23 100% 25% 0 24 0% 89% 1 24 100% 86% 1 21 100% 81% 0 22 0% 82% 0 20 0% 74% 0 17 0% 61% 199 603 92% 84% 181 530 84% 75% 205 620 96% 87% 177 535 85% 77% 185 505 87% 71% 148 458 69% 64% 157 439 73% 62% 46 176 165 64 412 84% 83% 88% 83% 88% 46 153 153 61 360 84% 73% 83% 79% 76% 50 179 174 64 420 91% 85% 93% 83% 89% 42 168 142 55 372 78% 80% 79% 76% 81% 43 139 151 53 360 80% 67% 79% 74% 77% 36 135 127 49 311 67% 64% 67% 68% 66% 39 125 127 46 309 71% 61% 68% 60% 66% 422 399 84% 87% 369 372 74% 82% 443 402 89% 88% 399 343 81% 78% 360 347 73% 76% 310 314 63% 69% 328 286 66% 63% 2007 YSS-F Respondents: Gender Female Male Total 421 687 1108 38% 62% 100% Male 62% Female 38% 2007 YSS-F Respondents: Age 70% 0-4 Years 5-12 Years 13-18 Year 60% 47 602 445 1094 4.3% 55.0% 40.7% 100.0% 50% 40% 30% 20% 10% 0% 0-4 Years 5-12 Years 13-18 Years 2007 YSS-F Respondents: Ethnicity Not Hispanic or Latino Hispanic or Latino 841 335 1176 72% 28% 100% Hispanic or Latino 28% Not Hispanic or Latino 72% 2007 YSS-F Respondents: Race 15.0% 14.0% 13.0% 12.0% 11.0% 10.0% 9.0% 8.0% 7.0% 6.0% 5.0% 4.0% 3.0% 2.0% 1.0% 0.0% 78% White Africian American Asian American Indian/Alaska 11.6% Native Native Hawaiian/Pacific Islander Multiple race 672 100 25 32 0 30 859 78.2% 11.6% 2.9% 3.7% 0.0% 3.5% 100% 3.7% 3.5% 2.9% 0.0% White Africian American Asian American Indian/Alaska Native Native Hawaiian/Pacific Islander Multiple race 2007 YSS-F Respondents: Length of Behavioral Health Services 40% 30% 20% 0-6 Months 7-11 Month 1-2 Years 3-5 Years 5+ Years 197 18.4% 287 26.9% 252 23.6% 162 15.2% 17026.9% 15.9% 1068 100.0% 23.6% 18.4% 15.2% 15.9% 3-5 Years 5+ Years 10% 0% 0-6 Months 7-11 Months 1-2 Years 2007 YSSF, Statewide Percent of Positive Response by Line Item (Numbers are based on actual valid survey returns. Percentages are based on weighted scores.) Survey Item General Satisfaction: 1. Overall, I am satisfied with the services my child received. 4. The people helping my child stuck with us no matter what. 5. I felt my child had someone to talk to when he/she was troubled. 7. The services my child and/or family received were right for us. 10. My family got the help we wanted for my child. 11. My family got as much help as we needed for my child. Service Access 8. The location of services was convenient for us. 9. Services were available at times that were convenient for us. Participation in Treatment Planning 2. I helped to choose my child’s services. 3. I helped to choose my child’s treatment goals. 6. I participated in my child’s treatment. Cultural Sensitivity 12 Staff treated me with respect.. 13. Staff respected my family’s religious/spiritual beliefs. 14. Staff spoke with me in a way that I understood. 15. Staff were sensitive to my cultural/ethnic background. Outcomes 16 My child is better at handling daily life.. 17. My child gets along better with family members. 18. My child gets along better with friends and other people. 19. My child is doing better in school and/or work. 20. My child is better able to cope when things go wrong. 21. I am satisfied with our family life right now. 22. My child is better able to do things he or she wants to do. Improved Functioning 16 My child is better at handling daily life.. 17. My child gets along better with family members. 18. My child gets along better with friends and other people. 19. My child is doing better in school and/or work. 20. My child is better able to cope when things go wrong. 22. My child is better able to do things he or she wants to do. Social Connectedness 23. I know people who will listen and understand me when I need to talk. 24. I have people that I am comfortable talking with about my child’s problems. 25. In a crisis, I would have the support I need from family or friends. 26. I have people with whom I can do enjoyable things. Number 942 877 812 899 871 813 904 909 895 950 1003 1033 905 1042 833 783 735 766 708 651 655 726 783 735 766 708 651 726 884 915 887 879 Percent 78% 86% 82% 78% 83% 81% 76% 78% 83% 83% 90% 85% 89% 93% 92% 94% 89% 95% 87% 58% 72% 69% 72% 67% 61% 61% 68% 61% 72% 69% 72% 67% 61% 68% 82% 83% 85% 83% 83% 2007 YSS-F, Percent of Positive Response by Domain and Subgroup General Satisfaction Subgroup Service Access Cultural Competency N N N % % 471 321 75% 83% 484 302 77% 78% 550 348 29 459 304 97% 77% 79% 26 461 299 87% 77% 78% 519 61 20 26 79% 61% 80% 81% 494 86 14 28 N/A 19 N/A 66% 281 480 % Participation in Treatment Planning Outcomes N % N 91% 93% 568 336 90% 89% 342 246 27 525 346 93% 92% 93% 28 540 336 93% 90% 90% 76% 86% 58% 88% 568 82 24 30 92% 83% 100% 97% 598 82 25 25 N/A 20 N/A 69% N/A 22 N/A 100% 82% 76% 268 480 79% 76% 318 537 105 230 209 102 119 68% 80% 79% 82% 74% 102 235 193 100 130 67% 82% 75% 78% 81% 472 274 81% 73% 453 296 79% 78% % Improved Functioning Social Connectedness N % N % 55% 63% 369 246 60% 63% 479 335 78% 88% 15 371 196 63% 62% 51% 15 394 201 63% 66% 53% 25 451 331 93% 78% 86% 92% 83% 100% 93% 383 30 10 21 59% 32% 40% 78% 391 40 14 22 60% 42% 58% 82% 521 72 15 29 81% 80% 75% 91% N/A 26 N/A 90% N/A 14 N/A 47% N/A 17 N/A 59% N/A 27 N/A 90% 95% 90% 286 588 87% 92% 227 339 69% 54% 228 356 69% 57% 284 495 84% 80% 126 245 233 117 149 87% 91% 93% 94% 94% 113 265 239 113 151 74% 92% 95% 89% 92% 91 178 125 83 82 62% 62% 48% 67% 49% 105 187 128 84 83 71% 66% 49% 68% 50% 111 238 188 99 143 78% 85% 72% 83% 89% 521 322 93% 91% 531 324 93% 87% 346 201 61% 54% 359 216 63% 58% 465 301 82% 81% Gender Male Female Age Group 0-4 5-12 13-17 Race White only African American only Asian only Am Indian/Al Native only Nat Hawaiian/Pacific Islander only Multiple Race Ethnicity Hispanic or Latino Not Hispanic or Latino Length of Services 0-6 months 7-11 months 1-2 years 3-5 years 5 years + CFT Yes No 2007 Adult Consumer Survey, Statewide Domain Score Comparison Percent Satisfied, Adult Survey Domain General Satisfaction Service Access Participation in Treatment Planning Service Quality and Appropriateness Outcomes Improved Functioning Social Connectedness 2001 2003 2005 2006 2007 80% 71% N/A 79% 58% N/A N/A 88% 77% 75% 88% 66% N/A N/A 80% 75% 71% 84% 63% N/A N/A 83% 75% 77% 84% 67% N/A N/A 86% 77% 79% 88% 74% 66% 65% 2007 YSS-F, Statewide Domain Score Comparison Percent Satisfied, YSS-F Domain General Satisfaction Service Access Participation in Treatment Planning Cultural Sensitivity Outcomes Improved Functioning Social Connectedness 2001 2003 2005 2006 2007 68% 70% N/A N/A 51% N/A N/A 80% 78% 85% 93% 62% N/A N/A 74% 72% 84% 92% 60% N/A N/A 78% 75% 87% 94% 62% N/A N/A 78% 78% 90% 92% 58% 61% 82%