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Examining Feedback Surveys from NCI Interviews in Florida What was the experience of people being interviewed? Cheryl Sartori, csartori@hsri.org NCI Annual Meeting | August 1-2, 2017 Agenda Purpose of feedback surveys Process for

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Examining Feedback Surveys from NCI Interviews in Florida

What was the experience of people being interviewed?

Cheryl Sartori, csartori@hsri.org NCI Annual Meeting | August 1-2, 2017

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Agenda

Purpose of feedback surveys
Process for collecting feedback surveys
What have we learned?

National Core Indicators (NCI)

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What is the purpose of asking for feedback?

A component of quality assurance/

quality improvement

Make improvements to process and

experiences of individuals

Ensure that people being interviewed

feel respected, and that they know the survey is voluntary

National Core Indicators (NCI)

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FL process for collecting information

National Core Indicators (NCI)

Interview Feedback form left behind to be filled out Individual mails form to HSRI HSRI analyzes data and reports back to Delmarva (contractor for FL) Delmarva can make changes as necessary and report back to the state

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HSRI’s Process

Feedback surveys are completed and mailed back

to HSRI

Data is entered, names and personally identifying

information is omitted

HSRI prepares quarterly reports for Delmarva
Recommendations are made based on the

findings and NCI protocols

During data entry, HSRI communicates with

Delmarva when necessary (for example: people leave questions and their name and number)

National Core Indicators (NCI)

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What Do 2016-17 FL NCI Feedback Survey Data Show?

National Core Indicators (NCI)

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Background

Consumer Feedback form assesses:

▪ Whether questions were unclear or hard to answer (validity) ▪ Experience of person receiving survey

Feedback form left with interviewee after survey,

along with addressed, stamped envelope

HSRI received 87 valid feedback forms

▪ Period: January 1, 2017 through June 30, 2017 ▪ 2 of the feedback forms were in Spanish during this period

National Core Indicators (NCI)

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National Core Indicators (NCI)

78.2 62.1 23.0 10.3 10.3 20 40 60 80 100 Person receiving services Advocate, relative, guardian Staff where person lives Staff at service location Other

Who participated in the Consumer Survey? (N=87)

People wrote in responses to “Other.” This is where support coordinators were listed.

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National Core Indicators (NCI)

28.7 55.2 17.2 6.9 10.3 20 40 60 80 100 Person receiving services Advocate, relative, guardian Staff where person lives Staff at day

r other

service location Other

Who is filling out this form? (N=87)

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National Core Indicators (NCI)

74.7 6.9 3.4 12.6 20 40 60 80 100 Home Outside in a public place At Work Other

Where did the Consumer Survey take place? (N=87)

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National Core Indicators (NCI)

Yes 72.4 No 21.8 Don't know/ remember 5.7

Did you choose where to meet? (N=87)

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National Core Indicators (NCI)

Yes 98.9 No 1.1

Was the conversation scheduled at a time that was convenient for you? (N=87)

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National Core Indicators (NCI)

Too much time, 5.7 Not enough time, 2.3 Just the right amount of time, 92.0

Do you feel the conversation took... (N=87)

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National Core Indicators (NCI)

Question Yes No Don’t know Was the interviewer respectful? 97.7% (N=87) 1.1% 1.1% Did the interviewer explain what the survey was about? 100% (N=87) Were any of the questions difficult to answer? 1.2% (N=86) 94.2% 4.7% Did the interviewer explain that you could decide not to answer? 84.9% (N=86) 5.8% 9.3%

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People are given the opportunity to leave comments.

[Name] was very professional in manner, attitude,

and presentation. She questioned my daughter directly, listened and respected her as a client. As a caregiver of a 52 year old challenged person, I truly appreciated this.

It was an informative and pleasant experience.
Interviewer was respectful and informative.
This is a strange interview, why all the questions?

But [Name] made it more comfortable.

National Core Indicators (NCI)

Here are some they left:

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Recommendations

Respondents indicated Support Coordinators

were in attendance during the interview; this does not align with NCI administration protocols.

To the extent possible, individuals should be

given an opportunity to decide where the interview will take place.

The comments received indicate that the

interviewers are highly competent and respectful.

National Core Indicators (NCI)