Community and Family Resources’ Quality Assurance Team meets monthly to review important agency benchmarks, outcomes, and client satisfaction ratings. The committee is composed of staff from a wide range of disciplines and specialties. This committee monitors the agency’s commitment to excellence in service delivery; consumer, staff, and stakeholder satisfaction; training; assessment of agency strengths and development needs; and communication. The committee is responsible for establishing and assessing annual quality and performance improvement outcomes.
Clients participating in CFR’s treatment services are regularly provided with anonymous surveys to assist in determining program satisfaction and areas for improvement within the agency. Highlights from the Fiscal Year 2015 (July 1, 2014-June 30, 2015) client surveys are listed below:
· In FY15, 94% of clients being discharged from Addiction Treatment Programs agreed/strongly agreed that they are satisfied with the services received at CFR.
· In FY15, 85% of clients actively involved in Addiction Treatment Programs agreed/strongly agreed with the statement, “I am pleased with my progress.”
· In FY15, 83% of clients actively involved in Mental Health Treatment Programs agreed/strongly agreed with the statement, “I am pleased with my progress.”
When surveyed anonymously about what their counselor/CFR does well, clients responded with the following statements:
“By far the best therapist (psychologist, social worker, psychiatrist) I ever had in 25+ years”
“She is very caring and understanding, easy to talk to and listens and goes that extra mile”
“Scheduling, welcoming me and my problems, providing funding for services that would’ve been hard for me to afford otherwise...That was the best part and it really made CFR stand out from the other places I looked into for substance abuse”
“…takes time to listen and address our needs. I feel completely changed.”