In-home care clients are highly statisfied with their services

Wednesday, January 30, 2013

Council on Aging clients

Seniors enrolled in PASSPORT or the Elderly Services Program give high marks to the services that help them stay independent in their homes, according to the results of client satisfaction surveys recently released by Council on Aging. 

For the period January through June, 2012, 97 percent of home care clients reported that they are sometimes or always satisfied with their services. Nearly three in four respondents rated their service provider very highly, with a score of 95 or higher (out of a possible 100).

The home care survey asked seniors to rate their provider on qualities such as competency, dependability, interpersonal relations, and communication. Surveys include topics such as: "My worker knows what to do;" "My worker has a positive attitude;" and "The agency tells me when there is a change in schedule."

For home-delivered meals, 88 percent of respondents said they are sometimes or always satisfied with meal quality and delivery. Seniors rate their meals for qualities such as taste, preparation, variety, and choice. The survey revealed that a few providers show room for improvement, particularly by increasing meal choice. The providers are submitting plans for boosting their future satisfaction scores. 

"Our promise is always that we will deliver the highest quality services at the lowest possible cost to the taxpayer, in order to serve as many seniors as possible," said Council on Aging CEO Suzanne Burke. "Most seniors want to remain in their homes, so it is important for them, their families, and the public at large, to feel confident that the services our clients receive will go a long way toward preserving their independence and dignity."

Known as SASI (Service Adequacy and Satisfaction Instrument), the client satisfaction survey is one of several tools Council on Aging uses to measure and improve provider and service quality. The SASI was developed by Scripps Gerontology Center at Miami University and uses topics that program clients identified as being important. The SASI is administered in person by a client`s ESP or PASSPORT Care Manager. Surveys are processed by Scripps and results are compiled, analyzed, and reported by the COA Business Intelligence team twice a year. 

Click here to view the SASI reports as well as Provider Quality Reports for 2012.