Family & Community Services Client Feedback Results Tasmania December 2017

Survey overview The sample consists of clients who have engaged in a Family & Community Services program in Tasmania from September 2012 – December 2017 485 surveys have been returned in total Data is collected via a paper-based survey All results are expressed as a % and based off the total sample unless otherwise specified

Location (%) The distribution of survey response is fairly evenly split between the Northern and Southern regions of Tasmania

Client Satisfaction Questionnaire CSQ is used to measure and assess client satisfaction with health and human services It is self administered, with data collected at the end of services Responses are based on a four-point scale All questions are positively worded, however the direction of response options span the range from very negative to very positive, and the numerical anchors are randomly reversed to minimise stereotypical responses Tool has been tested for reliability and validity Overall score of satisfaction is produced (see slide 12)

Quality of service/support (%) Nearly eight in ten FACS clients in Tasmania rated the quality of the service/support they received as ‘excellent’ (79%), with a further one in five rating their service/support as ‘good’ (21%)

Received expected service/support (%) Just over nine in ten clients (94%) ‘definitely’ or ‘generally’ received the kind of service/support they expected from Baptcare

Extent service/support met needs (%) Nearly eight in ten FACS clients had ‘all’ or ‘almost all’ of their needs met (79%).

Recommend service to friends or family (%) Over three quarters of FACS clients would ‘definitely’ recommend their service to friends or family if they needed (78%).

Satisfaction with amount of assistance/support (%) Satisfaction with the amount of assistance/support received remains very high (89% were ‘very’ or ‘mostly’ satisfied).

Service helped to improve situation (%) Seven in ten FACS clients reported that engaging with their service helped them ‘a great deal’ (71%).

Overall satisfaction with service/support (%) Overall, over nine in ten FACS clients were ‘very’ or ‘mostly’ satisfied with the service/support they received (94%).

Client Satisfaction Score Up to 2014 the CSQ score for Tasmania was 88/100 In 2015 the CSQ score was 89/100 In 2016 the CSQ score was 90/100 In 2017 the CSQ score remains at 90/100

Overall rating of service attributes (% strongly agree/agree) Total % (2017) % shift from 2016 My human rights and dignity were respected by Baptcare 97 I was told my personal information would be kept confidential 96 I was asked for consent to pass on personal information to another service +1 My needs were understood and respected by Baptcare 94 I was listened to and given choices 93 Baptcare made sure I understood my rights and responsibilities It was easy and straightforward to contact Baptcare 91 I was given clear information about services available I felt empowered to make choices and decisions based on my needs My Baptcare worker developed a plan for me to reach my goals 90 +7 I was offered information and help to access other services 89 There was not much of a delay before I started to receive my service 87 I was told if children or others were at risk this info may be passed on to authorities 84 I was told how to make a complaint about Baptcare 80

Best aspects of the services ‘Levi seemed both professional yet able to understand slang and behaviours of my teenage son. He was supportive, understanding with helpful ideas without judgement. Didn’t feel like a lower class person, more like a decent person having parenting troubles.’ ‘That assistance was there when desperately needed. Could not have asked for better than that, thank you.’ ‘I was very satisfied with all of the support we have received.’ ‘Communicating with my worker.’ ‘Marg was very caring, she kept me updated all the time. Thank you Marg, thank you Baptcare.’

Best aspects of the services ‘Always available to listen.’ ‘Very caring and professional LAC.’ ‘My LAC has helped my understand and pointed me in the right direction to meet my needs, a very lovely lady.’ ‘They were all excellent, thank you.’ ‘Reassurance that something is being done.’ ‘Advocacy - our needs were met.’ ‘Happy and friendly service.’

Best aspects of the services ‘Routine chart - family rules - rewards chart helps the children understand responsibilities and consequences and understanding about rules.’ ‘I don’t feel judged or made to feel like a bad parent.’ ‘Situation was very complex. Appreciated the assistance to break it into manageable components and simplify issues.’ ‘Lots of advice and helpful tips.’ ‘Someone to talk to.’ ‘Everything is excellent. Zanna is an asset, she is our friend, our support person, our mentor.’

Best aspects of the services ‘Knowing help was there and I was not alone.’ ‘Linking in with activities, advocacy for findings services, placement reintegration, self directed internal focus for activity.’ ‘Emotional/mental support.’ ‘Easy to contact, easy to talk to, no judgements.’ ‘Getting my confidence back, being well looked after and the respect from Baptcare. It gave me confidence for me to move forward with my life.’ ‘The best aspects of the support are the staff themselves. They have provided unconditional support and treated me with respect.’

Best aspects of the services ‘Being able to get out and do my thing and achieve my goals.’ ‘Great expertise, knowledge, empathy and understanding. Very helpful; in relation to accommodation, health issues, employment etc.’ ‘My LAC was amazing. She was prompt, friendly, understanding and thorough finding out the information to assist in making our first plan for my child.’ ‘Marcia's knowledge. She is amazing and has been doing everything and more.’ ‘I feel empowered with the choices I can make in my life.’

Summary Baptcare attributes were rated consistently high across most measures 10 out of 14 attributes scored 90%+ During 2017 there has been a positive % point increase across 6 attributes The biggest % point increase relates to the Baptcare worker developing a plan for the client to reach their goals (+7%) The lowest rating attribute scored 80% The top 4 highest rated attributes from 2016 to 2017: My human rights and dignity were respected by Baptcare (97%) I was told that my personal information would be kept confidential (96%) I was asked for consent to pass on personal information to another service (96%) My needs were understood and respected (94%)

Summary Scope for continual improvement in the areas of: Informing clients on how to make a complaint about Baptcare Informing clients that if children or others were at risk the information would be passed on to authorities Delays before a client starts to receive their service