How you rated our services for 2008: (Updated 8/11/09)
Open case survey Closed case survey Contractor survey
Residential services survey Referral source survey
Areas in which CMH scored well...
98% of respondents said CMH staff are courteous and respectful
96%
said CMH staff have the knowledge and skills to serve them well (93% last
year)
96% said CMH staff follow their person-centered plan (93% last year)
96% said CMH staff understand my needs and situation (92% last year)
95%
said that, in general, they are satisfied with the services (91% last year)
95% said if they were to seek help again, they would come back
95% of respondents said if a friend or family member were in need of similar services, they would recommend NCMH.
93% said CMH responded promptly to their request for services
93% said CMH staff helps them to get the right type of services for their problem.
92% of respondents said the services they receive help them to function better in life.
90% of respondents said CMH helped them identify "natural supports" (87% last year)
30 %
of consumers receiving services responded to our survey.
What you
said about CMH...
The ACT team helps me a lot. They seem to really care about my well-being and helping me to improve the way I act and feel and see the world.
My son is not an easy person to deal with. He's very defiant. Everything is a battle with him, but his worker has helped in a lot of ways. Her patience is amazing. She's stern when she needs to be, tough without be pushy. Pushy and my son do not mix well. He would be in a bad way without his worker. I'm so thankful for her and for the fact that she will continue work with me and my son.
The three workers who have been working with my family are truly wonderful people, I cannot say enough. Going into this program, I was uneasy at first, but everyone is so very nice and really care about what they do and their clients. I thank you for employing such people for families like mine.
Everybody here at Newaygo Mental Health is great. They go out of their way to help me. Thank you so much.
I felt I was treated with respect and dignity. My worker helped me focus and stay on tract with my plan. I learned coping skills and the value of examining my feelings.
I really like the help that I've been receiving from CMH. CMH supports me a lot with my mental health. I can count on them when I need help.
Areas in which CMH scored well...
100% of respondents said CMH staff understand my needs and situation.
100% said CMH staff helps them to get the right type of services for their problem.
90% of respondents said CMH responded promptly to their request for services
90% of respondents said CMH staff were courteous and respectful
90% said, in general, they were satisfied with the services provided by CMH.
90% said CMH staff had the knowledge and skills to serve me well
90% said if a friend or family member were in need of similar services, they would recommend their NCMH program to him or her.
90% of respondents said if they were to seek help again, they would come back to the same program.
Areas in
which CMH could improve...
80% said that the service they received helped them to function better in life.
15%
of the closed consumers responded to our survey.
What you
said about CMH...
There were several comments which included I am and will always be forever grateful for the services and the people...I can now live with the disabilities that I have. Too much paperwork. Tell (staff) thank you so much for helping me please.
Of the 10 returned surveys:
3 consumers were closed according to plan
4 consumers left the county
2 consumer disengaged from services prior to discharge
1 no longer met criteria for services.
How satisfied are you with...
The training provided by CMH to the staff of contractors - 100% (same as last year)
CMH's openness to your recommendations for changes in their contractual operations - 100% (75% last year)
CMH's negotiations with your organization - 91% (75% last year)
The amount of paperwork required by CMH - 100% (92% last year)
The contract negotiation process used by CMH - 91% (92% last year)
The accuracy of payment - 100% (same as last year)
The ability to participate in quality management or quality assurance activities - 100% (same as last year)
CMH's efforts to keep you informed about issues that may impact CMH or your organization (e.g., changes in funding, regulations - 100% (same as last year)
Customer service provided to consumers and their families 100% (same as last year)
How well consumer are informed regarding their rights as a mental health consumer - 100% (same as last year)
Access to consultations relative to a specific client or episode with CMH staff - 100% (90% last year)
The quality of care authorization process - 92% (90% last year)
The grievance and appeal procedures - 100% (88% last year)
Customer services provided to contractors and office staff - 100% (83% last year)
Areas in which CMH can improve...
Timeliness of payment for services from CMH - 92% (down from 100% last year)
How residents rated the homes...
98% like the staff and said that staff were following their person-centered plan (PCP)
96% like the food, the appearance, and cleanliness of the home.
96% felt they had someone to talk to in the house when they are unhappy with what is happening there
95% like the rules of the house and know how to report a violation of their rights.
94% felt safe living at their home.
Areas for improvement
89% said they were allowed to watch the television shows they want to watch
86% would recommend their home to some looking for a residential care home
85% felt they got to choose the type of activities offered by the home.
How families/guardians rated the homes...
100% said staff were caring, treated them and resident with respect, and know how to provide proper care. They also felt the house manager was accessible to talk with them.
100% said they feel the home is safe, easy to get in and out of, and is neat and clean. They also felt welcome to visit, and visiting hours were flexible and convenient.
95% said there were activities available for the residents to take part in or initiate, that staff assisted residents when needed, and residents were appropriately dressed and clean.
95% said the home smelled clean and they receive sufficient information on how their family member/friend/significant other is doing.
95% knew how to report a violation of the rights of the family member/friend/significant other who lives in the house.
90% felt their comments and suggestions about the operation of the home were welcome.
How CMH staff rated the home...
95% said the home was neat and clean.
90% said the house smelled clean
100% said that:
Residents were treated with respect
Staff seemed caring toward residents
Staff seemed to know how to provide proper care
Staff assisted residents when needed
Residents were appropriately dressed and clean
Staff implemented the person-centered goals as agreed upon
The home was easy to get in and out of
Comments and suggestions about the operation of the home are welcome.
Staff treated them with dignity and respect
The house manager was accessible to them
They receive sufficient information on how their client is doing.