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RE: client surveys
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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Hi Sheri,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Over the past 15 years I’ve worked
for three large mental health agencies and a public school system<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Two of the mental health agencies were in <st1:State
w:st="on">Massachusetts</st1:State> and one in <st1:State w:st="on">Vermont</st1:State>,
the public school system is in <st1:State w:st="on"><st1:place w:st="on">New
Hampshire</st1:place></st1:State>. All three mental health agencies had
some system for requesting / obtaining “customer satisfaction”
feedback from consumers. The public school system seems less interested. <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><st1:State w:st="on"><st1:place w:st="on"><font size=2
color=navy face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:navy'>Massachusetts</span></font></st1:place></st1:State><font size=2
color=navy face=Arial><span style='font-size:10.0pt;font-family:Arial;
color:navy'> as a culture tends NOT to suffer from “Minnesota Nice.”
However, any person’s willingness to provide feedback in an open and
honest manner depends on either the sense that it is <u>safe</u> to provide
honest feedback and / or anonymity.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Colleges and Universities routinely obtain
anonymous student satisfaction information. I’m wondering if anyone
has conducted any research on the accuracy of that feedback and the sense that
student’s actually feel anonymous and safe to be open and honest. This
would require a post-survey survey.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Disenfranchised consumers may or may not feel
comfortable or able to question and / or comment on services received. I
usually conduct an informal “survey” when I meet a new family. I
ask about past experiences with mental health providers and agencies. I
feel like this is a good practice; one that enables me to be more sensitive to
the service recipients past experiences and provide a level of service that is
responsive to their needs.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>This is a fascinating question: <b><span
style='font-weight:bold'>“</span></b></span></font><b><font size=2
face=Arial><span style='font-size:10.0pt;font-family:Arial;font-weight:bold'>(Is
it possible that a consumer who has actually benefited from services becomes a
better critic of the service system, so attitudes seem more negative but there
is actually improvement in areas like self-determination?)”</span></font></b><font
size=2 face=Arial><span style='font-size:10.0pt;font-family:Arial'> <font
color=navy><span style='color:navy'>As emotional well-being, confidence, and
assertiveness improve critical feedback may rise as well? Service recipient’s
needs may / will change as they move through treatment and their level of
satisfaction may be dependent on the systems ability to be responsive and meet
the consumer’s current needs? I think there is information to
support this idea. I’m reminded of the old training videos from
graduate school in which various psychologists show case their treatment
models. There was a treatment recipient called “Gloria” (I
believe) who did in fact comment on the different approaches goodness-of-fit to
her current situation and level of treatment-recipient-sophistication.<o:p></o:p></span></font></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Just some thoughts.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Thanks for raising the issue!<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'>Ken<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
<div>
<p class=MsoNormal><font size=4 color=navy face=Aristocrat><span
style='font-size:13.5pt;font-family:Aristocrat;color:navy'>Kenneth H. Little,
MA</span></font><font color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><strong><b><font size=3 color=navy face="Times New Roman"><span
style='font-size:12.0pt;color:navy'>Mad River Behavioral Health</span></font></b></strong><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><st1:place w:st="on"><strong><b><font size=3 color=navy
face="Times New Roman"><span style='font-size:12.0pt;color:navy'>PO</span></font></b></strong></st1:place><strong><b><font
color=navy face="Times New Roman"><span style='color:navy'> <st1:address w:st="on"><st1:Street
w:st="on">BOX</st1:Street> 190</st1:address></span></font></b></strong><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><st1:place w:st="on"><st1:City w:st="on"><strong><b><font
size=3 color=navy face="Times New Roman"><span style='font-size:12.0pt;
color:navy'>Campton</span></font></b></strong></st1:City><strong><b><font
color=navy face="Times New Roman"><span style='color:navy'>, <st1:State w:st="on">NH</st1:State>
<st1:PostalCode w:st="on">03223</st1:PostalCode></span></font></b></strong></st1:place><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
<p class=MsoNormal><strong><b><font size=3 color=navy face="Times New Roman"><span
style='font-size:12.0pt;color:navy'>603-236-6893</span></font></b></strong><font
color=navy><span style='color:navy'><o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=2 color=navy face=Arial><span style='font-size:
10.0pt;font-family:Arial;color:navy'><o:p> </o:p></span></font></p>
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face="Times New Roman"><span style='font-size:12.0pt'>
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<p class=MsoNormal><b><font size=2 face=Tahoma><span style='font-size:10.0pt;
font-family:Tahoma;font-weight:bold'>From:</span></font></b><font size=2
face=Tahoma><span style='font-size:10.0pt;font-family:Tahoma'> bounce-2651194-6833746@list.cornell.edu
[mailto:bounce-2651194-6833746@list.cornell.edu] <b><span style='font-weight:
bold'>On Behalf Of </span></b>Sheri McMahon<br>
<b><span style='font-weight:bold'>Sent:</span></b> Tuesday, April 29, 2008
10:04 AM<br>
<b><span style='font-weight:bold'>To:</span></b> <st1:PersonName w:st="on">Child
Maltreatment Researchers</st1:PersonName><br>
<b><span style='font-weight:bold'>Subject:</span></b> client surveys</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'><o:p> </o:p></span></font></p>
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<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>It is common practice for government as well as non-profit
agencies in the human services sector to obtain consumer feedback by using
surveys. I don't know about other areas of the <st1:country-region w:st="on">US</st1:country-region>,
but in the upper midwest "<st1:State w:st="on"><st1:place w:st="on">Minnesota</st1:place></st1:State>
nice"--the cultural mantra of "if you can't say something nice, don't
say anything at all" certainly prevails. There is also a sense that
services are not something one is entitled to, they are something one either
must be grateful for or has been forced to accept. </span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>On surveys that ask satisfaction on a scale of 1-5 for
example, what responses are people inclined to give and are there cultural
factors involved?</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<div>
<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>I am wondering what this may say about the validity of
"consumer satisfaction" and similar surveys conducted by public
agencies. Are happy consumers really happy? If surveys indicate their lives
have changed for the better, is this consistent with objective changes? Do
individuals who on a survey affirm positive
subjective impressions about services and/or results express very
different subjective impressions in some other setting? (E.g. talking with
trusted friends/family)</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<div>
<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>And, are high levels of consumer satisfaction associated
with overall measures of good outcomes in service areas? (Is it possible that a
consumer who has actually benefited from services becomes a better critic of
the service system, so attitudes seem more negative but there is actually
improvement in areas like self-determination?)</span></font><o:p></o:p></p>
</div>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>(I know there are likely many studies of validity out there
in different areas, I'm looking for general discussion in the human services
arena)</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 face=Arial><span style='font-size:12.0pt;
font-family:Arial'>Sheri McMahon</span></font><o:p></o:p></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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<p class=MsoNormal><font size=3 face="Times New Roman"><span style='font-size:
12.0pt'> <o:p></o:p></span></font></p>
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