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 2017 (July 1, 2016-June 30, 2017) client surveys are listed below:
· In FY17, 94% of clients being discharged from Addiction Treatment Programs agreed/strongly agreed that they are satisfied with the services received at CFR.
· In FY17, 84% of clients actively involved in Addiction Treatment Programs agreed/strongly agreed with the statement, “I am pleased with my progress.”
· In FY17, 81% 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:
“Showed me that there are people in the world like me, and as long as I get the help I need it will be ok”
“Shows compassion for my needs”
“Thank you for this chance to get my life back”
“Patience, kindness, explains things at my level, truly lives a life of recovery herself”
“She is very receptive and understands what we are going through. She helps more than her job requires”
“Accommodates schedules and is a relaxed, welcoming environment”