Satisfaction survey 2007 results

20 May 2008

What do service users, families, funders and referrers think about our service?

In a continuing effort to improve the quality of our services, all service users, their families and referrers/funders are asked to complete questionnaires asking how satisfied they are with different aspects of the service.

The results of the survey are used to plan future services on an individual and corporate basis.

All respondents have the opportunity to reply anonymously, and completed questionnaires are sent directly to the Director of Clinical Services for analysis. The results are then fed back to each service.

Funder/referrer satisfaction levels

75 referrers responded to the survey in 2007. Of these, 100% were satisfied or more than satisfied with the services we provided.

100% ratings of being satisfied, more than satisfied or extremely satisfied showed across all areas including:

• promptness in responding to referral
• professional skills and training of staff
• courtesy and responsiveness shown by staff
• timeliness of assessment report
• how the rehabilitation plan was put into practise
• effectiveness of rehabilitation plan
• informativeness and organisation of case conferences
• appearance and cleanliness of the centres, and standard of food.

Family satisfaction levels

81 families responded to the survey in 2007. Of these, 94% were satisfied or more than satisfied with the services we provided overall.

The following statistics relate to families who were satisfied, more than satisfied or extremely satisfied with the following:

• 93% - that their concerns and goals were considered in the rehabilitation plan
• 95% - with the courtesy of staff
• 94% - with the appearance and cleanliness of the centre
• 91% - with the way that the rehabilitation programme was put into practice
• 95% - with the admission process for entering the BIRT programme
• 94% - with the standard of food and accommodation.

Graph showing how families' satisfaction levels with different aspects of our service.

Service user satisfaction levels

79 service users responded to the survey in 2007. Of these, 88% were happy, more than happy or extremely happy with BIRT services.

The following statistics relate to service users who were happy, more than happy or extremely happy with the following aspects of the service:

• 91% - that they were treated with dignity
• 92% - that their privacy was respected
• 84% - that they were treated as an individual
• 96% - with the cleanliness of the centre
• 82% - that their views were taken into account
• 90% - with the standard of food and accommodation
• 87% - with the choices they were offered (meals, activities, etc).

Graph showing how service users' satisfaction levels with different aspects of our service.

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