Perception of Care A Providers Perspective Janetta Twerell

Perception of Care: A Provider’s Perspective Janetta Twerell, Ph. D. Bradley Kingston M. S. Niya Branham MPH

Why care about client satisfaction? q Provide quality care q Perform continuous quality improvement q Use a person-centered approach q q q Enhance retention and post treatment outcomes Be consumer driven Meet managed care and funders requirements

Research Reveals Impact of Client Satisfaction A client’s satisfaction with treatment has been shown to significantly contribute to treatment completion and/or treatment retention which, in turn, has been show to be related to favorable treatment outcomes (Zhang, Gerstein & Friedman, 2008). In one study examining predictors of retention in methadone programs, treatment satisfaction was one of two variables that were the strongest predictors of retention (Villafranca, Mc. Kellar, Trafton, & Humphreys, 2006). In a longitudinal study examining the relationship between drug treatment services in residential and outpatient programs, findings indicated that treatment satisfaction independently and significantly contributed to either longer treatment retention or treatment completion (Hser, Evans, Huang, & Anglin, 2004).

A study examining satisfaction and sustained outcomes of drug abuse treatment among clients attending methadone, outpatient, and residential programs found that clients who had high treatment satisfaction nearing the treatment discharge had a significant positive relationship with drug use outcomes nearly one year post treatment discharge. In fact, this finding was independent of the separately measured effects of treatment duration, counseling intensity, patient adherence to treatment protocols, pretreatment drug use patterns, and other client and organizational characteristics (Zhang, Gerstein & Friedmann, 2008 ).

Samaritan Village. 11 Residential Programs 11 Outpatient Programs 2 MMTPs 1 Mental Health Program 1 Community Residence

Item analysis

Figure 1: Completion Rate vs. POC Dissatisfaction Relationship: Tx Satisfaction and Tx Completion

Getting programs on Board

Make sure all programs have a CDS account Set Targets Program YMP CR(VH) Ellenville Table 2. Proposed POC Targets Program Capacity 36 36 228 104 Proposed Target 70% of 90% of Capacity 23 23 144 Richmond Hill Van Wyck Highbridge Surveys Entered 29 21 142 % of PROPOSED TARGET 126% 91% 99% 127% 83 130 152 66 82 96 90 116 110% 121%

SURVEY FORMS ENTERING DATA GENERATING REPORTS ◦ Click here to print out more survey forms. ◦ This link also includes documents explaining Perception of Care ◦ Click on “Enter Survey Responses” to enter each survey. Once entered, the survey cannot be changed. Please pay careful attention to which facility and quarter you entered the information. OASAS will not make changes ◦ “Data Collection Monitoring” allow you to assess your progress in meeting each quarter’s targets. Strive for 100%. ◦ To view a snapshot of a quarter, select “Report for Survey Quarter. ” ◦ To view client satisfaction over time, select “Quarter Comparison Report”

Hello, Perception of Care surveys are due next week, Wednesday, September 30 th. To enter your facilities surveys, go to: https: //www. oasas. ny. gov/POC/index. cfm? controller=home&action=index Log in with your OASAS POC Username and Password Then click on “Enter Survey Responses” Enter the surveys under Year 2015 and Quarter 3. Please keep in mind that once you submit a survey, neither we nor OASAS will be able to move/change that data. Please be careful about which facility, year, and quarter you are submitting the surveys into. Ellenville Richmond Hill Van Wyck Highbridge 43 rd St Admissions ETVC Women Vets Young Mothers Veritas House Cape Road Crystal House Fox Run Meadow Run PRU Required Entered Remaining 392 393 1814 3162 6974 7388 52067 52579 52723 52722 52844 7056 7165 4545 140 70 90 92 30 19 29 6 22 22 55 14 32 45 0 1 100 75 22 19 42 0 0 4 19 47 140 69 Goal 17 8 Goal 6 22 22 55 10 13 Goal Met Met

Using POC for CQI

Facility A N= 67 B N= 29 C N= 144 Lowest T 5 Items I was given enough information to effectively handle my problems I am better able to cope when things go wrong I was given information about different services available to me T 5 % Who Disagree 30% 26% 25% The people I went to for services spent enough time with me This program helped me plan for stressed, anxious or unsafe I was given information about different services available to me 12% 11% When I needed services right away, I was able to see someone The people I went to for services spent enough time with me This program helped me develop a plan for when I feel stressed, anxious or unsafe I would return to this program if I need help in the future 30% 27% 7% 25%

Facility Time 4 and Time 5 comparisons % Lowest T 4 Items T 4 T 5 % Who Disagree A B C I was given enough information to effectively handle my problems 18% 30% This program helped me develop a plan for when I feel stressed, anxious or unsafe 16% 23% When I needed services right away, I was able to see someone 15% 23% I was given information about different services available to me 8% 7% I was given enough information to effectively handle my problems 8% 0% People count on me to help them when they have a problem 8% 0% When I needed services right away, I was able to see someone 35% 38% I would return to this program if I need help in the future I would recommend this program to a friend of family member 32% 26% 25% 20%

Facility A N= 67 B N= 29 C N= 144 Highest T 5 Items I would return to this program if I need help in the future I would recommend this program to a friend or family member I am better able to accomplish the things I want to do I am doing better at work/school I need to work on my problems with alcohol and/or drugs I would return to this program if I need help in the future T 5 % Who Strongly Agree 60% 58% 48% 54% 46% 42% The people I care about are supportive of my recovery 49% I have people in my life who are a positive influence 46% I am less bothered by my symptoms 46%

Janetta Twerell, Ph. D Asst. Vice President of Policy, Program Planning and Research Samaritan Village 138 -02 Queens Blvd Briarwood NY, 11435 718 206 2000 X 1224 Janetta. astone-twerell@samaritanvillage. org