Tell Us What You Think

Consumer Satisfaction

Ensuring Compliance With the SAMH Community Project October 2014

Why Surveys Matter

 Provide decision-makers with consumers’ perception of services.

 They give behavioral health consumers a voice.

 Data analysis of feedback is used for process change and quality improvements.

History of the Survey

 DCF began collecting since 2001 as part of the SAMHSA/CMHS Community Mental Health Block Grant rules.

 SAMH Community Consumer Satisfaction Survey (SCCSS) developed by federal mental health statisticians.

The Managing Entity

   LSF Health Systems is tasked in its DCF contract to collect surveys across the System of Care (23 county catchment area) that meet a sample size equal to the sum of network providers’ quotas.

Cites PAM 155-2 Chapter 13 .

Issues provider goals, monitors progress, shares successful methods and issues corrective action when necessary to support compliance.

The Provider

   Based on previous fiscal year’s unduplicated Individuals Served, each subcontractor collects sampling of surveys from consumers in AMH, ASA, CMH, CSA, as appropriate, per contract with the M.E.

Providers measure ongoing their progress toward a year-end target, with quarterly goals. Respond to CAPs and implement action steps.

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We do the math: Each provider divides the Minimum Sample Size by 4 to arrive at a quarterly quota. This is the benchmark that determines collection and submission progress.

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The M.E. has developed the technology for providers to run their own reports showing (above) valid survey numbers and general satisfaction scores; (below) satisfaction domain breakdowns and demographics.

Short-Term Programs with less than 30 days in length are exempt from surveying consumers. They include: 

Detox-only

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CSU-only

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Assessment-only or non-client specific services; for example, prevention programs or respite care

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(Individuals Served in these programs would not be counted in the sample size methodology)

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Best practice: Consumers should be surveyed around the 30-day mark of continuing services, outpatient/case management or residential treatment.

Exemptions

Survey submissions for a valid survey must include:

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Contractor ID

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Provider ID

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Program Area

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County Code

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Age

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Race

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Gender

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Hispanic (yes or no)

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Type of Person completing the Survey

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If any of these data points is not entered, survey is rejected as invalid

Mandatory elements

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SAMPLE SURVEY

(not all questions shown here) – Providers have a choice to provide online surveys for consumers or distribute hard copy surveys.

 Consumers should be provided with privacy when completing the survey at the provider’s site. They must not be coerced to answer the survey questions in a certain manner. Consumers, children and adults, are allowed to take surveys home.

Guidelines

 This person should be someone with little or no contact with the consumer and not involved in his/her care.

 In the event the consumer is not able to complete the survey on his/her own, provider staff can designate someone to complete the survey on the consumer’s behalf. This person must record the consumer’s perception of care and services received. As a general rule, assistance is provided only when necessary.

Helping Guideline

Sign into https://lsfhealthsystems.org

and click on Clinical Management tab to begin Survey Submission; pull down to Consumer Survey to key in survey responses

The Scores Report provides satisfaction domain percentages; the Submissions Report looks at total valid surveys and general satisfaction score  To generate a real-time report on surveys collected at your agency, pull down to Clinical Management Reports (left) and then choose which report you want to run (below)

LSF Health Systems appreciates your….

Contact: CQI Specialist Bryan Mingle, 904-337-4061 [email protected]