As an organization that focuses on providing people-first, client-centered services to the community, CHIRS regularly conducts client and family satisfaction surveys to evaluate our programs and services to see how we can better serve our clients. Our surveys collect feedback and suggestions from clients of CHIRS and their families, which in turn helps us improve services and identify areas of focus. The 2022 survey was conducted during the course of the COVID-19 Pandemic, which presented us with unique challenges, requiring us to change the ways we interfaced with our clients and families. As such, this survey gave our clients and their families the opportunity to share their experiences with how the Pandemic effected their access to CHIRS programs and services.

Where to from here?

Our surveys show that despite the service disruptions caused by the COVID-19 Pandemic, our clients and their families were very satisfied with CHIRS services; 90% of clients and 76% of families rated their level of satisfaction as 4 or higher (on a scale on 1-5). Further, 84% of clients and 90% of families responded that they were satisfied with CHIRS' response to the pandemic.

Clients and families both responded positively to questions about their communication with CHIRS, with 87% of clients reporting that they felt understood and respected; and 93% reporting that they feel comfortable with how staff spoke with them. Family members who responded to a question about communication with CHIRS staff unanimously agreed that our staff communicated with them in a respectful and courteous manner.

A major objective of our satisfaction survey was to use feedback for quality improvement. Respondents asked us to provide clients and their families with more information about services offered by other agencies as well as more information about brain injuries, health and mental health. To address this, we will be reaching out to clients and families to investigate the best way to share this information.

Another request from survey respondents was for CHIRS to investigate opportunities to offer a wider range of activities for a wider variety of clients' needs and functions.  Our Adult Day Service Program team is already planning ways to respond to this request. 

Overall, we are happy to see that our surveys continue to show a high level of client and family satisfaction, even with the unique challenges that the Pandemic presented.