Client Satisfaction Survey
Evaluation and Collaborative Research Initiatives - Client Satisfaction Survey
The Consumer Satisfaction Survey survey was conducted between March 2009 and February 2010 with clients whose services ended between January and December, 2009. Overall, the report shows that individuals had a positive experience with the services provided by EMYS: 91.2% of respondents were satisfied with the services they received.
When applicable, nearly all individuals (95.7%) who participated in this survey reported that their culture and religious beliefs were incorporated into treatment, and that clinical reports written at EMYS that were shared with them in a clear and easy to understand manner (97.6%). Furthermore, most respondents (89%) reported that the teen was involved in decision-making and goal setting with regards to treatment or service, that from their first contact with EMYS they knew who was responsible for coordinating services provided (93%), and that their rights to privacy and confidentiality were respected (95.9%). When applicable, the follow up from treatment was also rated by most respondents (88.4%) as supportive and satisfactory. Similarly, majority of participants (90.6%) indicated that they would return to EMYS if they needed help again.
In addition, EMYS' staff members were described as "non-judgemental", "helpful", "friendly", "supportive", "professional", "respectful", "understanding", and "knowledgeable". Participants reported that the most helpful aspect about EMYS was this overall positive quality of the staff, followed by learning/developing new skills, availability and flexibility of staff members, one-on-one support/counselling, and the connection made to other services and programs (e.g., school, living arrangement) Respondents most frequently reported that they had "Nothing" to recommend as EMYS was already doing a good job and the best they could. The most frequently reported recommendation was that EMYS receives more funding to expand their services (i.e., hire more staff, offer programs to a wider population, and reduce waitlists). However, this recommendation is evident more generally throughout the sector.
Collapsed across all programs, the most frequently reported improvement area as a result of respondents' involvement with EMYS was gaining a better understanding of one's strengths and/or weaknesses, followed by improvement in family relationships, confidence and self-esteem, and an increased sense of responsibility.
"The counselling my teen received was marvelous. The program and people involved handled the situation in the best possible way they could. - Parent, Borden Day Treatment Program
"This program is best thing that's happened to my son." - Parent, Individual Child and Family Service
"I never thought there could be a service like this. I recommend EMYS to friends going through similar problems. I never thought a service could help someone that much." - Youth, Transitional Support Services
"If you're trying to get out of trouble and do something good with your life, go to EMYS. I got a new start." - Youth, DBT Individual and Family Therapy