HCRS improves client satisfaction rating through annual survey

SPRINGFIELD, Vt. – Health Care and Rehabilitation Services, southeastern Vermont’s nonprofit community mental health agency, announced Tuesday, Aug. 6 that it continues to earn high satisfaction marks for the services it provides to thousands of clients across Windsor and Windham counties. The excellent ratings came in response to questions asked of virtually all active agency clients during a two-month period as part of its annual survey process. Since the year 2000, HCRS has used its survey to help measure the quality of its mental health, substance abuse, and developmental disability services.

Surveyed clients were invited to respond to a series of 14 questions rating HCRS services; they were also given the opportunity to add comments about their own service experiences. Of 14 specific rating areas, 93% earned ratings of 84% or higher. Total client ratings for all questions averaged 89%, an increase of 1% over last year’s combined survey results.

A total of 731 individual survey comments from clients highlight the significant difference HCRS has made in their lives. Two examples include: “Therapy has helped me deal with my issues, in an unbelievable way,” and “I regret not trying this sort of professional help sooner.”

The most frequently requested improvement concerned clients’ desire for more services and the staffing to support it, which directly reflects the well documented, statewide need for increased health care funding.

In addition to the annual Client Satisfaction Survey, HCRS regularly seeks client feedback through local program standing committees, stakeholder forums, board member input, and other forms of client communication.

“HCRS values our clients’ feedback as a critically important measure to help inform our quality and strategic planning processes,” said George Karabakakis, chief executive officer. “We are proud of the work our staff do every day, and we’re grateful for the insights clients provided through this survey as we work to provide compassionate health care services that are responsive to the needs of our communities.”

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