Silver Circle – West Toronto Support Services’ (WTSS) 2013 client satisfaction survey was developed in order to give clients and caregivers the opportunity to provide direct and measurable feedback to WTSS. The results will be used to help steer the organization forward by evaluating and improving services as well as identifying areas for new programming. Respondents were asked for quantifiable answers followed by qualitative questions. Client names, other than those of the Adult Day Service (ADS) program, were chosen randomly from a sampling of the WTSS client list. Responses remained anonymous and were categorized by department.
The surveys were conducted by a volunteer over a period of approximately 2 months. With the exception of ADS, all department surveys were conducted by phone and took between 5 – 20 minutes each. Responses were then entered online into surveys created in SurveyMonkey. SurveyMonkey is an online survey tool that assists with managing and analyzing survey results. The ADS surveys were mailed out to clients/caregivers – of the 40 that were mailed out, 16 were completed and returned.
The findings of this survey suggest that overall clients and their caregivers are satisfied with the services provided by WTSS. The majority of clients is satisfied with WTSS’ services and feels that services help them remain independent at home. The majority of clients also feel they are treated courteously by WTSS staff and that they feel safe when receiving services. Areas in need of improvement or investigation have been documented and will be addressed by the appropriate staff.
If you’d like to receive more detail about the results, please contact the Manager, Operations & Development at (416) 653 – 3535 Ext. 234.