Baptcare Family & Community Services Client Feedback Results September 2012–December 2014

Family & Community
Services
Client Feedback Results
September 2012 – December 2014
Baptcare Research Unit 1

Survey Overview
• The sample consists of clients who had engaged in a Family &
Community Services program from September 2012 – December
2014 in Victoria and Tasmania
• This is the third reporting of the revised system, implemented in
September 2012
– September – December 2012 (baseline data, n=26)
– January – December 2013 (follow up data, n=63)
– January – December 2014 (follow up data, n=102)
• Data collected via paper-based survey at program conclusion
– Subject to further refinement in 2015
2

State (%)
3
88
38 42
47
12
62 58
53
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
Victoria Tasmania
Survey response by State has remained fairly stable
over the past 12 months, with a slightly higher
(overall) response achieved from Tasmania (53%).

Location (%)
4
Overall, most surveys have come from Melbourne
(47%) followed by Launceston (28%) and Hobart
(25%).
88
40 41
47
2 1 1
12
32 29 2827 29
25
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
Melbourne Bendigo Launceston Hobart

Baptcare Program (%)
5
Most respondent’s were from IFFS (23%), the
Disability Gateway (15%), Family Services Gateway
and Flexible Support Packages (13% each).
1
1
1
2
2
2
3
3
4
6
6
7
12
13
13
15
23
0 5 10 15 20 25 30
Families First (n=2)
Disability Active Monitoring Service (n=2)
LAC (n=2)
Flexi Respite (n=3)
TYSS (n=3)
Home Start (n=3)
Grandparents Supporting Grandchildren (n=6)
PND (n=6)
Kinship care (n=8)
PASDS (n=11)
ISP (n=12)
Foster care (n=13)
Family Active Holidays (n=23)
Gateway (Family Services) (n=24)
Flexible Support (n=24)
Gateway (Disability) n=28)
IFFS (n=38)

Client Satisfaction Questionnaire
• CSQ is used worldwide to measure and assess client
satisfaction with health and human services
• It is self administered, with data collected at the end of
services
• Responses are based on a four-point scale
• All questions are positively worded, however the direction
of response options span the range from very negative to
very positive, and the numerical anchors are randomly
reversed to minimise stereotypical responses
• Tool has been tested for reliability and validity
• Overall score of satisfaction is produced (see slide 15)
6

Quality of Service (%)
7
Rating of the quality of service received by FACS clients
has remained high since 2012 (93% ‘excellent’ or ‘good’
response overall). In 2014 there has been a significant shift
in those reporting an ‘excellent’ service from a ‘good’
service.
54 56
77
67
42
39
14
26
3 5 44 2 4 3
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
Excellent Good Fair Poor

Received Expected Service (%)
8
In total, over nine in ten clients (92%) ‘definitely’ or
‘generally’ received the service they expected. The
proportion of clients’ definitely’ receiving their expected
service has been on an upward trend since 2012.
4 2 3 34 5 6 5
31
27
19
23
62
67
72
69
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
No, definitely not No, not really Yes, generally Yes, definitely

Extent Service Met Needs (%)
9
In total, just over three quarters of clients (78%) had ‘all’ or
‘almost all’ of there needs met by the service they were
engaged with.
52
67 66 64
24
10
14 1412
14 14 1412
5 6 65
0 2
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
All of my needs have been met Almost all of my needs have been met
Most of my needs have been met Only a few of my needs have been met
None of my needs have been met

Reasons for Unmet Needs
(2014)
• ‘They hardly ever came…didn’t answer calls then they
stopped coming.’
• ‘Limited range of accommodation options available other
than in group homes.’
• “I was meant to get grief counselling but that didn’t
happen.’
• ‘Baptcare provided an excellent service but I am still
waiting on funding.’
• ‘I need access to services and recreational activities.’
10

Recommend Service to Friends
or Family (%)
11
Three quarters of clients would ‘definitely’ recommend their
service to friends or family if needed. This has remained
stable since 2013.
4 5 3
12
5 5 6
24
18
12
16
60
77 78 75
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
No, definitely not No, I don't think so Yes, I think so Yes, definitely

Satisfaction with Amount of
Assistance/Support (%)
12
The proportion of clients ‘very satisfied’ with the amount of
assistance/support received has remained fairly stable
since 2012.
12
6
10 98
3
9 7
19
29
17
21
62 61
65 63
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
Quite dissatisfied Indifferent or mindly satisfied
Mostly satisfied Very satisfied

Services Helped to Improve
Situation (%)
13
In 2014 there was a significant increase in the proportion of
clients reporting their services ‘helped a great deal’ (72% v
59% in 2013).
40
59
72
67
40
34
20
25
20
5
9 8
2 0 1
2012 (n=7) 2013 (n=63) 2014(n=102) Total (n=192)
Yes, They helped a great deal Yes, they helped somewhat
No, they didn't really help No, they seemed to make things worse

Overall Satisfaction with Service
(%)
14
In 2014 there was a significant increase in the proportion of
clients reporting being ‘very satisfied’ their service’ (77% v
68% in 2013). Overall, 93% are ‘very or mostly’ satisfied
with their service.
62
68
76
71
31
25
18
22
4 5 5 54 2 1 2
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
Very Satisfied Mostly Satisfied Indifferent or mildly satisfied Quite dissatisfied

Client Satisfaction Score
• Baseline cut of data in 2012 produced an overall score of
85.7/100 (n=26), caution – small sample size
• Second cut of data in 2013 produced a score of 87.0 /100
(n=63)
• Third cut of data in 2014 produced a score of 89.2/100
(n=102)
• In TOTAL, the current CSQ score sits at 88.3/100 (n=192)
15

Service Attributes
• The following slides present data collected on a range of
service-related attributes
– Presented as time series data
• All respondents were asked how much they agreed or
disagreed with each statement(using a 5 point scale)
• Results are presented as % who ‘strongly agree’ or
‘agree’ and based off the total sample
16

It was easy and straight forward
to contact Baptcare (%)
17
From 2013 to 2014 there has been a significant shift in the
proportion of clients who ‘strongly agreed’ that Baptcare
was easy and straight forward to contact.
40 39
54
4748
52
39
45
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
Strongly Agree Agree
88% 91% 93% 92%

There was not much of a delay
before receiving the service (%)
18
The majority of clients (84%) agreed that there wasn’t much
of a delay before they started to receive their service.
88%
29
43 46 43
58
30
43 41
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
87% 73% 89% 84%

Baptcare staff were respectful
towards me (%)
19
Virtually all clients (99%) reported they felt respected by
Baptcare staff. This has been the case since 2013.
62
70 71 69
31 30 29 30
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
93% 100% 100% 99%

Given clear information about
other services (%)
20
Overall, over nine in ten clients (92%) were given clear
information about other services available. This figure has
remained high (and stable) since 2013 .
50 53
64
59
38 38
29 33
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
88% 91% 93% 92%

My personal information was
kept confidential (%)
21
Virtually all clients reported that their information was kept
confidential (97% in total), noting the slight increase in
overall agreement between 2013 to 2014.
54
69 68 67
46
23
29 30
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
100% 92% 97% 97%

I was told that if children or others are at risk,
this information may be passed on to
authorities (%)
22
Agreement with this attribute remains high (84% overall)
and stable since 2012.
42
52 52 51
42
33 30 33
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
84% 85% 82% 84%

I was asked for consent for personal
information to be given to other services (%)
23
From 2013 to 2014 there has been an increase in the
proportion of clients that ‘agreed’ they were asked for
consent. Overall, level of agreement remains high (93% in
total).
43
56 56 55
43
32
39 38
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
86% 88% 95% 93%

My needs were understood and
respected (%)
24
In total, over nine in ten clients (93%) reported that their
needs were understood and respected. This has remained
stable since 2013.
42
62 59 58
46
33 34 35
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
88% 95% 93% 93%

I was listened to and given choices (%)
25
In total, over nine in ten clients (93%) reported that they felt
listened to and given choices. This has remained stable
since 2013.
42
62 63
60
46
30 31 33
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
88% 92% 94% 93%

Baptcare made sure I understood my
rights and responsibilities (%)
26
In total, nine in ten clients (90%) reported that they
understood their rights and responsibilities. In 2014 there
has been an increase in the proportion of clients who
‘strongly agreed’ with this attribute (60%, up from 53%).
35
53
60
54
50
36
32
36
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
85% 89% 92% 90%

I was told how to make a complaint if I
wasn’t happy with Baptcare (%)
27
In total, over eight in ten clients (93%) reported that they
were informed of how to make a complaint if they were
unhappy with their service. This has remained stable since
2013.
44
48 47 47
36 35 38 37
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
80% 83% 85% 84%

My human rights and dignity were
respected (%)
28
Virtually all clients (97%) reported that their human rights
and dignity were respected by Baptcare. This has remained
stable since 2013.
42
58
64
59
46
39
34
38
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
88% 97% 98% 97%

My Baptcare worker was flexible and
reasonable (%)
29
Agreement with this attribute remains high (94% of clients
overall reported that their Baptcare worker was flexible and
reasonable).
46
59
63
59
42
38
32 35
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
88% 97% 95% 94%

My Baptcare worker developed a plan to
help reach my goals (%)
30
Just over three quarters of clients (78% in total) reported
that their Baptcare worker developed a plan to help reach
their goals. In 2014 there has been an increase in the
proportion of clients who ‘strongly agreed’ with this attribute.
43
38
50
45
29
38
29
33
0
20
40
60
80
100
2012 (n=7) 2013 (n=63) 2014(n=102) Total (n=192)
72% 76% 79% 78%

I felt empowered to make choices and
decisions based on my needs (%)
31
Over eight in ten clients (84% overall) felt empowered to
make choices and decisions based on their needs. This has
remained stable since 2013.
27
51 53
4850
36
31
36
0
20
40
60
80
100
2012 (n=26) 2013 (n=55) 2014(n=102) Total (n=192)
77% 87% 84% 84%

I felt prepared and ready for my
Baptcare service to finish (%)
32
Since 2013, three quarters of clients feel ready for their
Baptcare service to end (77%). The small sample size in
2012 over-inflates the finding for that year.
29
43 46 44
71
33
29
33
0
20
40
60
80
100
2012 (n=7) 2013 (n=60) 2014(n=102) Total (n=192)
100% 76% 75% 77%

I was offered information and help to
access other services (%)
33
Since 2013 there has been a significant increase in the
proportion of clients that agreed they were offered
information and help to access other services (95% v 83%
in 2013).
36
53
60
54
40
30
35 34
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
76% 83% 95% 88%

I feel more connected to friends and family
since I received my Baptcare service (%)
34
Two thirds of all clients feel better connected to their friends
and family since receiving their service (66%). The small
sample size in 2012 over-inflates the finding for that year.
17
35 32 32
67
31 32 34
0
20
40
60
80
100
2012 (n=7) 2013 (n=60) 2014(n=102) Total (n=192)
84% 66% 64% 66%

I am more engaged in my local community
since I’ve received my Baptcare service (%)
35
Six in ten clients (61%) are more engaged in their local
community since receiving their service. The small sample
size in 2012 over-inflates the finding for that year.
17
30
24 26
67
26
37 35
0
20
40
60
80
100
2012 (n=7) 2013 (n=53) 2014(n=102) Total (n=162)
84% 56% 61% 61%

The information, resources and support
provided to me by Baptcare has helped me
feel more confident (%)
36
Eight in ten clients (81%) feel more confident from the
information, resources and support Baptcare has provided
to them. This figure has remained stable since 2013.
28
45
49
44
48
36 34 37
0
20
40
60
80
100
2012 (n=26) 2013 (n=63) 2014(n=102) Total (n=192)
76% 81% 83% 81%

Overall rating of service attributes
(% strongly agree or agree)
37
Attributes Total
Baptcare staff were respectful towards me 99
I was told that my personal information would be kept confidential 97
My human rights and dignity were respected by Baptcare 97
My Baptcare worker was flexible and reasonable 94
My needs were understood and respected 93
I was listened to and given choices 93
I was asked for consent for personal information to be given to other services 93
It was easy and straightforward to contact Baptcare 92
I was given clear information about services available 92
Baptcare made sure I understood my rights and responsibilities 90
I was offered information and given help to acces other services 88
I was told that if children or others are at risk, this informaiton may be passed on to authorities 84
I felt empowered to make choices and decisions based on my needs 84
I was told how to make a complaint if I wasn't happy with Baptcare 84
There was not much of a delay before I started receiving the service/support 84
The information, resources and support provided to me by Baptcare has helped me feel more confident 81
My Baptcare worker developed a plan to reach my goals 78
I felt prepared and ready for my Baptcare service to finish 77
I feel more connected to friends and family since I've received my Baptcare service 66
I am more engaged in my local community since I've received my Baptcare service 61

% Change of service attributes
2013 v 2014
38
Attributes Total % in 2014 % shift from 2013
Baptcare staff were respectful towards me 99 1
I was told that my personal information would be kept confidential 97 3
My human rights and dignity were respected by Baptcare 97 3
My Baptcare worker was flexible and reasonable 94 -1
My needs were understood and respected 93 0
I was listened to and given choices 93 2
I was asked for consent for personal information to be given to other services 93 6
It was easy and straightforward to contact Baptcare 92 2
I was given clear information about services available 92 2
Baptcare made sure I understood my rights and responsibilities 90 2
I was offered information and given help to acces other services 88 7
I was told that if children or others are at risk, this informaiton may be passed on to authorities 84 -1
I felt empowered to make choices and decisions based on my needs 84 0
I was told how to make a complaint if I wasn't happy with Baptcare 84 1
There was not much of a delay before I started receiving the service/support 84 7
The information, resources and support provided to me by Baptcare has helped me feel more confident 81 1
My Baptcare worker developed a plan to reach my goals 78 2
I felt prepared and ready for my Baptcare service to finish 77 -2
I feel more connected to friends and family since I've received my Baptcare service 66 -1
I am more engaged in my local community since I've received my Baptcare service 61 2

Best aspects of service provision
• ‘Being provided information on services without having to ask or
push, just given the information, great.’
• ‘Being able to achieve my goals as to doing things that I want to for
myself.’
• ‘Built a good relationship with worker.’
• ‘Understanding, being listened to, helpful information available.’
• ‘Good support when I had a change in my home/living situation.
Good liaison with other service providers.’
• ‘The options and availability of resources I was previously unaware of
until Baptcare made me aware. The genuine interest in my situation
that my caseworker showed.’
39

Best aspects of service provision
• ‘Just having someone to talk to and was there for me.’
• ‘It made it easier to communicate with other agency people as I get
frustrated with the systems that are in place.’
• ‘Managed to get into a safe house.’
• ‘Response to my calls and advice was rewarding. Happy in every
way it was a learning experience.’
• ‘Knowing I could contact them when needed.’
• ‘The expertise and dignified manner represented by your service
team members. I was informed of every option available to us and
could not have been happier with the outcomes.’
• ‘Prompt assistance and info given to clarify confusing situations.’
40

Suggested Improvements
• ‘I would have liked to have support a bit longer or even had a phone
call for a few months to have conversations about handling new
things that come up.’
• ‘Follow through on strategies. Worker said she was going to take
child to SASS and it never happened which led to the child being
removed.’
• ‘More contact with clients and follow through.’
• ‘Be more straight forward about what is not available. Lobby
state/federal government to make support available. Worker cannot
offer services that do not exist. Stronger focus on Case
Management.’
• ‘Have a structured plan for action. I felt as though most of the time I
was making conversation in an appointment that was offering
nothing.’
41

Suggested Improvements
• ‘Short bursts of funding are appreciated but not long enough for ASD
children. They require persistent and consistent therapies to help
them become positive and accepted parts of the community. Time
taken for providers to receive their funding.’
• ‘I had to beg and plead for case management. This was humiliating
and degrading. Difficult to access services.’
• ‘Perhaps the government should give more funding so that Baptcare
can carry on providing services to the needy otherwise I think
Baptcare are doing a great job with the limited resources they have.’
• ‘The service should be offered yearly to families. Some families have
it a lot harder than other families. This should be taken into account
when referring services.’
42

Summary
• Baptcare attributes were rated consistently high across most
measures, indicating client’s satisfaction with Baptcare service
delivery.
– 16 out of 20 attributes scored 80%+
– Over the past 12 months, there have been a positive % point increase across
many attributes (13 out of 20, or 65%)
– Greatest % increases over the past 12 months
• Offered information and given help to access other services (+7%)
• Not much of a delay before starting to receive Baptcare service (+7%)
• Asked for consent for personal information to be given to other services (+6%)
• The top 4 highest rated attributes for BOTH 2013 and 2014:
– Baptcare staff were respectful towards me
– My human rights and dignity were respected by Baptcare
– My Baptcare worker was flexible and reasonable
– I was told that my personal information would be kept confidential
43

Summary
• Scope for continual improvement in the areas of:
– Engaging clients in their local community
– Connecting clients to friends and family
– Clients feeling prepared and ready for their Baptcare service to end
– Baptcare workers developing a plan to help clients reach their goals
• Further refinement to the survey and data collection
process scheduled for 2015.
44

Baptcare Family & Community Services Client Feedback Results September 2012–December 2014

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