River Oak Center For Children

SATISFACTION RESULTS

A major component of all of our programs involves the measurement of client and family outcomes. We strongly believe in the value of tangible results to improve the quality of clinical care. In line with this outcomes-oriented philosophy, River Oak conducts agency-wide program evaluation, which includes improvement in client and family functioning and client and caregiver satisfaction with the programs. The latter, client and caregiver satisfaction with services has not often been included as a part of formal evaluation in many settings. We feel that this type of feedback from families can provide us with valuable information about the quality of our programs.

The River Oak research team administers on a regular basis an agency-wide caregiver satisfaction survey. Data is being collected from families receiving services across all of our programs. We are pleased to report that the preliminary results indicate that caregivers who responded to our survey are generally very satisfied with all of River Oak’s programs. At the agency-wide level we noticed high levels of satisfaction in many areas. These findings will provide information that will allow the agency to continue to assess and change delivery of services to best meet the needs of the children and families.

Agency-wide results from the March 2003 survey:

92% responded "very true" or "true" to the statement "I am satisfied with the services I have received".
90% responded "very true" or "true" to the statement "The staff members my child works with know how to do their jobs well.”
90% responded "very true" or "true" to the statement "I am satisfied with the support I receive from staff during my child’s treatment".
90% responded "very true" or "true" to the statement "Staff understand my family’s culture".
90% responded "very true" or "true" to the statement "If a friend were in need of similar services I would recommend the services I received".
89% responded "very true" or "true" to the statement “I am satisfied with the Child and Family Team Meetings”.
84% responded "very true" or "true" to the statement "River Oak staff try to work with other people involved in my case".

In keeping with our goal of obtaining the most accurate feedback, we included several open-ended questions on our survey. The following quotes highlight some of the input given by respondents:

“Staff have been excellent in working with my child. I wouldn’t have sent her anywhere else.”

"(My counselor) has helped my granddaughter become who she is and I’m proud of who she is."

"We work together well, they understand our needs and strive to meet them."

"Everyone has been very helpful to me. I feel my son is in good hands."

"It is not just a job to the people I have worked with. They are children people"

"I have seen my child blossom from a frustrated angry person to one who can laugh, trust, and is becoming gentler. This is a treasure beyond price."

"Outstanding organization – all staff included."

“I am continuously amazed at the high level of service based on our needs both as a family unit and as individuals. The quality of service at River Oak has probably involved my boys to have a permanent home with me. MISSION ACCOMPLISHED.”

5030 El Camino Avenue, Carmichael, CA 95608, (916) 609-5100, fax (916) 609-5160
info@riveroak.org
Click here for contact info for our other program sites.