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 2020 (July 1, 2019-June 30, 2020) client surveys are listed below:
· In FY20, 98% of clients agreed/strongly agreed with the statement, “I was treated with respect by all staff.” following their first visit with a treatment provider.
· In FY20, 97% of clients actively involved in Treatment Programs agreed/strongly agreed with the statement, “Treatment/counseling is focused on achieving my goals and fits my needs.”
· In FY20, 99% of clients being discharged from Treatment Programs agreed/strongly agreed with the statement, “Treatment/counseling is focused on achieving my goals and fits my needs.”
When surveyed anonymously clients have shared the following comments:
“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"
"Helped me re-establish a good relationship with my family, school, and helped me understand the dangers of substance abuse"
“Shows compassion for my needs”
"CFR has changed my life"
"This place has been an amazing experience and 100% beneficial for me"
“Thank you for this chance to get my life back”
"They made me feel welcomed and accepted"
“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”
"CFR helped me save my life! I'm forever grateful.”
“All counselors I have had have been good for my recovery, they are kind, caring and seem to know their work on a professional and personal level.”
“Very compassionate and takes all my concerns into account regardless how big or small. She never lets me leave after talking to her without feeling everything has been addressed and in the works.”
“My counselor is able to explain things and shed light on topic in a way that others can't or haven't seen other counselors do for me. She really knows how to talk with clients and is very caring, going above and beyond to help you, if you truly work hard and show you want it.”
“I found EOP incredibly valuable. I am so grateful to be where I am. (My provider) kept me engaged every week and was a great counselor.”