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Survey Results

HOW ARE WE DOING SURVEY 2005

RESULTS AND ACTION PLAN: January 2006

BACKGROUND:

In the past, the Quesnel and District Child Development Centre has conducted a community wide survey to receive input from community partners, clients, and others with whom the centre has had contact. Information gathered from these surveys has been used, informally, to assess the level of support in the community, make changes to services, and generally to improve the quality of service provided. In August 2005, this survey (copy attached) was revised by the Continuous Quality Improvement (CQI) committee and sent out to 110 community partners and service providers. Response was excellent for a survey of this type, with 52 responding over a period of six weeks. The results were collated and discussed by the CQI committee. From the results, the following action plan has been developed. The CQI committee has agreed that community providers will be surveyed every two years.

Question

Result

Action Plan

Due Date

Responsible

Review date

1. Which CDC programs were you aware of?

POP 88%

FSW 75%

IDP 92%

PT 85%

OT 79%

SLP 96%

SCD 90%

1. Raise profile of FSW

2. Define role of FSW

3. Raise profile of OT and relationship with SD#28

4. Newspaper articles from each program over the year

5. Encourage staff involvement in community committees, eg Autism

6. More community PR work

Ongoing

06/03/31 Ongoing

Ongoing

Prog. Coordinator

Management

OT/ED SD

Prog Coor & ED

Next survey will take place in August 2007.

2. Awareness of which programs offered from locations outside the CDC.

POP 75%

FSW 50%

IDP 27%

PT 29%

OT 31%

SLP 31%

SCD 38%

1. Include this information in all brochures and pamphlets and distribute widely.

2. Post the information on the web site

3. Ensure information is in all newspaper

articles, newsletters etc

4. Reword question for the next survey.

06/03/01

Complete

Ongoing

06/03/31

CQI

Management

CQI

06/09/17

3. Awareness of the location of the CDC

Yes 96%

No 4%

Excellent result. Maintain and continue to monitor.

Ongoing

All staff

06/09/17

4. Which statement describes the CDC’s referral system

a) Anyone can make referral

b) Doctors must agree to referral

c) Only service providers can refer

a) 96%

b) 6%

c) 4%

Excellent result. Need to ensure that there is awareness that the referral is made with the knowledge of client and/or family through the use of website, brochure and word of mouth.

Ongoing

All staff

06/09/17

5. Would you recommend CDC service to friend, client, or family member?

Yes 96%

No 4%

Excellent result. Continue to provide excellent services.

Ongoing

All staff

06/09/17

6 Awareness of barriers making it difficult for families and children to receive services. List attached.

Yes 58%

No 40%

1. Wait lists. Related to lack of funding and to caseloads, this issue is identified in the Accessibility Plan with action plan in place. Ongoing lobbying for additional funding will continue. Work with staff to find creative solutions for this challenge eg Intake process, bridging process, etc.

2. Transportation. Identified in Accessibility Plan with action plans in place.

3. Language barriers. Identified in the Accessibility Plan with action plan in place.

4. Vacant positions. Recruitment of professionals is an ongoing issue addressed in the Accessibility Plan.

5. Awareness of services available. Continue to advertise what is available through the web site, brochures, articles, community involvement etc.

6. Fear of being “judged”. Continue to offer Cultural Diversity training to staff and encourage sensitivity in service delivery challenges.

As per Accessi-bility Plan

Ongoing

As per Accessi-bility Plan

Ongoing

In-service Committee

06/09/17

7. Aware of gaps in service

Yes 31%

No 62%

1. This is a good result with the following action plan being developed from the comments received from those aware of gaps.

2. Staff vacancies. Difficulty in recruitment is identified in the Accessibility Plan.

3. Waitlists due to large caseloads is addressed in the Accessibility Plan with action in place.

4. Lack of preschool and specialised daycares is a community issue. Quesnel Child Youth and Family Network has placed this on the agenda for the Parent and Child Resource Team.

As per Accessi-bility Plan

Advocate for more child care

ED sits on a provincial com looking at this issue.

CQI

QCY&F Network Parent and Child resource Team is working on this.

06/09/17

8. Team approach to service delivery. Have you participated as a member of the team? If yes add suggestions to improve the process.

Yes 48%

No 50%

1. This is an excellent result since 48% of those surveyed in the community have participated as team members. The action plan has been developed from suggestions received from that 48%.

2. Ensure meetings accessible for everyone or as many of the team as possible. Request written information from those who cannot attend. Some funding is now available for “backfill” in daycares to cover for a staff member who attends a Team Meeting.

3. From January to June 2006 statistics will be tracked the needs of preschool and daycare staff for coverage to attend Team meetings (a) was support needed

(b) was it offered

(d) did they participate in the Team planning.

4. Ensure all consents are in place to free communications between all team members, those from the CDC and those from the community.

5. Ensure that CDC staff are aware of what is available and going on in the community. Supervisors will circulate information through the shared drive. The CDC Weekly can also be used to keep staff informed.

6. Have representatives of other programmes outside the CDC make presentations to staff.

Completed

06/15/07

06/02/28

Ongoing

Staff responsible for calling the team together.

SCD Coordinator & reporting to CQI

Staff responsible for calling the team together

All Staff with CQI taking the lead

In-service Committee

06/09/17

06/07/30

06/03/28

06/09/17

9. Courteous service and treated in respectful manner

Yes 88%

No 2%

Target is 100%.

Remind staff regularly that the CDC does provide a service to the public at all times.

Ongoing

All Staff

06/09/17

10 Describe what the CDC does well

Excellent comments

Respectful. Timely. Helpful. Good service.

Follow up on any and all issues as they arise.

Ongoing

All Staff

06/09/17

11. Changes to improve service.

1. Improve PR in community regarding services provided. Increase frequency of articles in the papers.

2. Monthly articles from programmes. If possible.

3. Regular updates to community partners on what is happening at the CDC such as sharing at community meetings, FAS/D committee, QCYF Network reports, etc.

4. Explore funding for new programmes and additional funding for existing services to reduce wait lists.

Ongoing

As they take place

Ongoing

Management and Supervisors

CDC delegates to community committees

Management and Supervisors

06/09/17

12. Additional comments.

1. Wait lists – already addressed in other areas.

2. Upgrading staff skills and qualifications – continue to provide education funding and assess needs of personnel at annual evaluation.

Access Plan

Ongoing as opportunity arises

CQI

All Staff

06/09/17

13 Was the survey easy to understand and complete?

Yes 88%

No 10%

Review the questions and revise for next survey without, if possible, compromising the comparative data collected.

06/02/28

CQI

06/09/17

COMMENTS:

The CQI committee was pleased with the response to this community survey. The information from the results and the comments received were valuable in developing an action plan to improve services and the community profile of the CDC. It was noted that in future surveys, an opportunity should be given for the respondent to identify him/her self. This could identify sectors of the community, such as daycares, physicians, public health etc., where trends may be occurring. It would also give us a way of identifying respondents that had additional feedback they wanted to share.