Examining Feedback Surveys from NCI Interviews in Florida What was - PowerPoint PPT Presentation

Examining Feedback Surveys from NCI Interviews in Florida What was the experience of people being interviewed? Cheryl Sartori, csartori@hsri.org NCI Annual Meeting | August 1-2, 2017

Agenda • Purpose of feedback surveys • Process for collecting feedback surveys • What have we learned? National Core Indicators (NCI)

What is the purpose of asking for feedback? • A component of quality assurance/ quality improvement • Make improvements to process and experiences of individuals • Ensure that people being interviewed feel respected, and that they know the survey is voluntary National Core Indicators (NCI)

FL process for collecting information Interview Feedback form left Individual mails behind to be filled out form to HSRI Delmarva can make HSRI analyzes data and changes as necessary and reports back to Delmarva report back to the state (contractor for FL) National Core Indicators (NCI)

HSRI’s Process • Feedback surveys are completed and mailed back to HSRI • Data is entered, names and personally identifying information is omitted • HSRI prepares quarterly reports for Delmarva • Recommendations are made based on the findings and NCI protocols • During data entry, HSRI communicates with Delmarva when necessary (for example: people leave questions and their name and number) National Core Indicators (NCI)

What Do 2016-17 FL NCI Feedback Survey Data Show? National Core Indicators (NCI)

Background • Consumer Feedback form assesses: ▪ Whether questions were unclear or hard to answer (validity) ▪ Experience of person receiving survey • Feedback form left with interviewee after survey, along with addressed, stamped envelope • HSRI received 87 valid feedback forms ▪ Period: January 1, 2017 through June 30, 2017 ▪ 2 of the feedback forms were in Spanish during this period National Core Indicators (NCI)

Who participated in the Consumer Survey? (N=87) 100 78.2 80 62.1 60 40 23.0 20 10.3 10.3 People wrote 0 in responses Person Advocate, Staff where Staff at Other to “Other.” receiving relative, person service This is where services guardian lives location support coordinators were listed. National Core Indicators (NCI)

Who is filling out this form? (N=87) 100 80 55.2 60 40 28.7 17.2 20 10.3 6.9 0 Person Advocate, Staff where Staff at day Other receiving relative, person or other services guardian lives service location National Core Indicators (NCI)

Where did the Consumer Survey take place? (N=87) 100 80 74.7 60 40 20 12.6 6.9 3.4 0 Home Outside in a At Work Other public place National Core Indicators (NCI)

Did you choose where to meet? (N=87) No 21.8 Yes 72.4 Don't know/ remember 5.7 National Core Indicators (NCI)

Was the conversation scheduled at a time that was convenient for you? (N=87) Yes 98.9 No 1.1 National Core Indicators (NCI)

Do you feel the conversation took... (N=87) Too much time, 5.7 Just the right amount of time, 92.0 Not enough time, 2.3 National Core Indicators (NCI)

Question Yes No Don’t know Was the interviewer 97.7% 1.1% 1.1% respectful? (N=87) Did the interviewer 100% explain what the survey (N=87) was about? Were any of the questions 1.2% 94.2% 4.7% difficult to answer? (N=86) Did the interviewer 84.9% 5.8% 9.3% explain that you could (N=86) decide not to answer? National Core Indicators (NCI)

People are given the opportunity to leave comments. Here are some they left: • [Name] was very professional in manner, attitude, and presentation. She questioned my daughter directly, listened and respected her as a client. As a caregiver of a 52 year old challenged person, I truly appreciated this. • It was an informative and pleasant experience. • Interviewer was respectful and informative. • This is a strange interview, why all the questions? But [Name] made it more comfortable. National Core Indicators (NCI)

Recommendations • Respondents indicated Support Coordinators were in attendance during the interview; this does not align with NCI administration protocols. • To the extent possible, individuals should be given an opportunity to decide where the interview will take place. • The comments received indicate that the interviewers are highly competent and respectful. National Core Indicators (NCI)