Transcript Document 7457797

Missouri WIC Customer
Satisfaction Survey
Fiscal Year 2008
Overall Purposes of the Survey



To determine how Missouri WIC can improve
service for non-native English speaking
participants;
To determine how service needs differ between
English and non-native English speaking
participants;
To determine how service needs differ among
specific groups of non-native English speaking
participants.
Sampling Method


A language proficiency summary report was
generated from the DSS DCN assignment data
system which collects the language spoken by
participant;
21 local WIC providers were selected to
participate in the FY 2008 WIC Customer
Satisfaction Survey based on the number of
participants who spoke various languages.
Selected Local WIC Providers
NW – St. Joseph/Buchanan, Platte, Truman, Crescent,
Samuel Rodgers, and St. Lukes
NE – Saline
C – Columbia-Boone and Pettis
SE – Dunklin and Howell
SW – Barry, Springfield-Greene, Joplin, McDonald, Newton,
and Taney
E - St. Charles, St. Louis HDC, Family Care, and
Grace Hill
Language of Surveys Returned


20 local WIC providers returned surveys in
English and Spanish;
The following local WIC providers also returned
surveys in other languages:
Pettis and Springfield – Russian
Truman – Somali & Arabic
Crescent – Arabic
Samuel Rodgers – Somali, Vietnamese & Arabic
Language of Surveys Returned (continued)
St. Louis HDC – Somali, Bosnian, Vietnamese,
Arabic, & Russian
Family Care – Somali, Bosnian, Vietnamese, &
Arabic
Grace Hill
- Vietnamese
Survey Instrument


The FY 2006 survey instrument was developed by
consultants from Sinclair School of Nursing,
University of Missouri-Columbia and the MO
WIC Cultural Competency Team based on
research questions provided by the Cultural
Competency Team;
The Missouri WIC Program revised the content
and format to include additional education & FI
redemption questions in the FY 2008 WIC
Customer Satisfaction Survey.
Distribution of Completed Surveys (FY 2008)
Language
Response Rate
Completed Surveys
English
100.0%
808
Spanish
68.7%
506
Somali
26.7%
44
Bosnian
37.1%
27
Vietnamese
73.3%
54
Arabic
29.3%
22
Russian
75.7%
53
Total
81.8%
1,514
Categories of Questions for Evaluation



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Application and education processes
WIC staff and vendors
WIC checks
Favorite things and hard requirements
Overall satisfaction
How did you first find out about the WIC Program?
80
Percentage
70
60
64.5
68.4
50
40
30
20
23.1 22.9
12.9
10
0
0.5 2.7
0.9 0.8
Family
members or
friends
Doctor or nurse Grocery store
or pharmacy
English Survey (FY 08)
5.0
Social service
Radio, TV,
newspaper,
brocher, or flyer
Non-English Survey (FY 08)
0.2 1.3
Church,
mosque,
temple,
synagogue, or
religious leader
How would you describe the application process?
100
91.8
90.7
90
80
77.5
80.9
Percentage
70
60
50
40
30
20
16.9
10
7.1
13.5
9.3
0.2
2.7
0.0 3.3
0
Easy
Somewhat difficult
Difficult
0.9
3.0
0.0 2.2
No response
English Survey (FY 2008)
Non-English Survey (FY 2008)
English Survey (FY 2006)
Non-English Survey (FY 2006)
How would you describe the process of having
height, weight and blood samples taken?
100
90
91.1
89.5
87.4
82.3
80
Percentage
70
60
50
40
30
20
7.7
10
11.2
8.0 8.2
1.7 3.1 0.9 2.7
1.1 3.4 0.0 1.6
Difficult
No response
0
Easy
Somewhat difficult
English Survey (FY 2008)
Non-English Survey (FY 2008)
English Survey (FY 2006)
Non-English Survey (FY 2006)
How would you describe the nutrition assessment
process?
100
90
80
88.4
78.0
Percentage
70
60
50
40
30
20
9.7
14.3
10
1.4
4.2
0.6
3.4
0
Easy
Somewhat difficult
English Survey (FY 08)
Difficult
No response
Non-English Survey (FY 08)
How would you describe the nutrition education
receive at this WIC office?
100
90
80
88.4
78.0
Percentage
70
60
50
40
30
20
9.7
14.3
10
1.4
4.2
0.6
3.4
0
Helpful
Somewhat helpful
English Survey (FY 08)
Not helpful
Non-English Survey (FY 08)
No response
The WIC food list with pictures is…
100
90
94.7
92.5 91.4
85.3
80
Percentage
70
60
50
40
30
20
10
3.7
10.2 6.1 5.0
0
Helpful
Somewhat helpful
0.5 1.4 0.5 0.8
2.8
1.1 3.1 0.9
Not helpful
No response
English Survey (FY 08)
Non-English Survey (FY 08)
English Survey (FY 06)
Non-English Survey (FY 06)
If WIC could give you information about nutrition in
any of the following ways, which would you choose?
100
90
80
Percentage
70
60
54.2
50.8
50
41.1
40
30
26.9
23.4
17.8
20
16.7
18.9
11.4
10
4.4
0
Talk to a nutritionist
Attend a nutrition
class
English Survey (FY 08)
Check out nutrition
books/videos/CDs
Complete an internet- Take home a packet
based nutrition
of nutrition
education
information
Non-English Survey (FY 08)
Do you have access to the internet?
100
90
80
Percentage
70
60
51.5
50
36.5
40
30
25.9
20
23.0
25.2
22.8
13.2
7.2
5.9
10
1.9
0
Home
Work/School
Publis library
English Survey (FY 08)
No access
Don't know how
to use internet
Non-English Survey (FY 08)
The staff at this office use words that I understand
100
93.1
90.1
90
80
80.2
74.2
Percentage
70
60
50
40
30
18.1
20
5.4
10
14.6
8.5
0.4 2.7 0.0 2.5
1.1
5.0
1.4 2.8
0
Always
Sometimes
Never
No response
English Survey (FY 2008)
Non-English Survey (FY 2008)
English Survey (FY 2006)
Non-English Survey (FY 2006)
The staff at this WIC office are helpful
100
90
92.9
88.7
80
Percentage
70
60
50
40
30
20
10
5.9
7.4
0.6
0.8
0.5
3.1
0
Always
Sometimes
English Survey (FY 2008)
Never
No response
Non-English Survey (FY 2008)
The cashiers at the WIC store or pharmacy are helpful
100
90
80
70.4
74.8
Percentage
70
60
50
40
30
24.3
19.0
20
10
1.1
2.4
4.2
3.8
0
Always
Sometimes
English Survey (FY 2008)
Never
No response
Non-English Survey (FY 2008)
The store that I shop has the WIC foods I want
100
90
77.3
80
Percentage
70
63.6
60
50
40
33.8
30
17.4
20
10
1.4
2.0
1.2
3.3
0
Always
Sometimes
English Survey (FY 2008)
Never
No response
Non-English Survey (FY 2008)
I use all the WIC checks I am given
100
87.8
90
79.2
80
Percentage
70
60
50
40
30
15.0
20
5.5
10
2.1
0.8
3.7
5.8
0
Always
Sometimes
English Survey (FY 2008)
Never
No response
Non-English Survey (FY 2008)
If you don’t use all your WIC checks, why not?
(N=183, 138 ELS participants and 45 NELS participants)
100
90
80
Percentage
70
60
55.1
50
40
33.3
30
31.1
26.8
18.8
20
8.9
10
0
The checks expire before I We don't need all of the food
can use them
we get on WIC
English Survey (FY 08)
I just forget to use the last
check
Non-English Survey (FY 08)
Which three things do you like most about the WIC
program?
100
90
80
Percentage
70
65.0
70.3
60.3
58.8
60
50.4
50
38.2
40
30
20
10
0
Information on healthy eating
and lifestyle choices
checks for healthy foods
English Survey (FY 08)
Checks for infant formula
Non-English Survey (FY 08)
Which three of the following WIC requirements are
the hardest for you?
80
70
Percentage
60
50
42.6
41.0
40
32.6
30.7
30
33.5
28.6
22.5
21.7
20
10
0
Keeping appointments
Completing forms
English Survey (FY 08)
Attending nutrition
education sessions
Bringing in my
children
Non-English Survey (FY 08)
How would you rate the services you receive from
the WIC program?
100
90
80
Percentage
70
71.9
67.6 70.4
74.9
60
50
40
30
23.1 23.4
25.8
20
20.7
10
2.8 2.3 1.4
1.4
0
Excellent
Good
Fair
0.4 0.6 0.0
0.5
5.7
3.2
Poor
English Survey (FY08)
Non-English Survey (FY 08)
English Survey (FY 06)
Non-English Survey (FY 06)
1.4 2.5
No response
Is English your first language?
100
92.0
87.8
90
82.3
76.1
80
Percentage
70
60
50
40
30
15.2
20
10
8.8
2.5
4.7
15.2
9.4
3.3
2.8
0
Yes
English Survey (FY 2008)
English Survey (FY 2006)
No
No response
Non-English Survey (FY 2008)
Non-English Survey (FY 2006)
How well do you speak English?
60
50
Percentage
41.3
37.8
40
30
17.5
17.4
20
10
26.8
24.4
13.8
9.3
6.6
5.2
0
I speak English just I speak English well, I speak some English
as well as my first but not as well as my
language
first language
Non-English Survey (FY 08)
I do not speak any
English
No response
Non-English Survey (FY 06)
How often do you need an interpreter when you
come to the WIC office?
60
50
Percentage
40
34.1 32.6
33.3
30.0 30.1
30
19.8
17.5
20
10
2.6
0
Always
Sometimes
Non-English Survey (FY 08)
Never
No response
Non-English Survey (FY 06)
Conclusions
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Both ELS and NELS participants in FY 2008 were
very satisfied with most aspects of the WIC
program.
Improvements are recommended if more than 20%
of participants from one or both groups chose the
less positive responses.
Conclusions (continued)
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> 20% of the participants who completed Somali
and Vietnamese surveys said that the application
process and nutrition assessment process were
“somewhat difficult” or “difficult”;
> 20% of the participants who completed Somali
surveys said that the WIC food list with pictures
was “somewhat difficult to understand” or
“difficult to understand”;
Conclusions (continued)

> 20% of the participants who completed Somali,
Vietnamese and Arabic surveys said that they
“sometimes” or “never” understand the words
used by WIC staff.
Recommendations

Vendor Survey: One specific program component
should be investigated - WIC vendors. Although
more than half of participants from both groups
responded favorably to questions about WIC
vendors, these proportions were much lower than
those for other topics.
Recommendations (continued)
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
Provide brief Spanish language training on words
or phrases specific to WIC. Provide refresher
Cultural Competency training for local WIC
providers in the metropolitan areas due to the
more diverse populations being served by these
agencies.
Provide more interpreters and translated
educational materials to some of the WIC
participants whose native language is not English.
Recommendations (continued)
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
Local WIC providers should consider scheduling
individual counseling sessions for some NELS
participants, especially for the Vietnamese, Somali
and Arabic populations.
Encourage local WIC providers to use alternative
methods to provide nutrition education in addition
to individual and group nutrition sessions.
Develop web-based nutrition education modules
for ELS participants, and take home nutrition
education modules for both ELS and NELS
participants.