Customer Satisfaction Results from Adult Residents for 2017
For adult residents, a Satisfaction Survey was distributed. A total of 79 adult resident surveys were returned completed. Questions addressed in the survey evaluate housing, personal care needs, medical, personal care assistance, and dietary. In analyzing the data collected from this survey, the results were as follows:
When asked if clients liked the home they were living in, 76% responded favorably.
Regarding the assistance by the staff in the homes, 94% of the residents responded approvingly.
Responses to survey items related to dietary quality indicated 85% of the residents were highly satisfied with the nutritional component of the program.
Customer Satisfaction Results for Pediatric Residents for 2017
The Lighthouse received 14 age appropriate Satisfaction Surveys from the Pediatric residents. The surveys addressed quality of the home environment; help provided by the staff, dietary, therapy, and educational programming. The results were as follows:
Responses regarding the staff listening to the residents indicated 100% of children believed that the staff really listened to them.
When asked about the therapies they received, 93% of the residents reported they were satisfied.
Assessment of the educational programming demonstrated that 93% of the pediatric clients were very satisfied with their school.
Customer Satisfaction Results for Family or Responsible Party for 2017
The Lighthouse recognizes the importance of eliciting feedback from key stakeholders to determine program strengths and areas in need of improvement. An annual survey is distributed to stakeholders and the results of this tool are analyzed for trends and performance improvement opportunities by the management team. Although the survey assesses multiple aspects of The Lighthouse programs, the focus for this return was placed on three key areas.
Overall Service for individuals with Traumatic Brain Injuries: 100% of the responses fell in the very favorable categories.
Provision of psychological and behavioral programming: 96% of the respondents believe these services were highly effective.
Customer Satisfaction Results for Outpatients for 2017
The Lighthouse received 39 Satisfaction Surveys for Outpatients who had been discharged from the program during 2017. The target for Outpatient Satisfaction was 80% in the favorable response categories. Specific data reviewed included client responses to questions regarding therapist explanation of treatment programs, if the therapy made the client better, and if the client would recommend the Lighthouse to others in need of rehab services.
In regards to the question how would you rate your therapists in explaining your treatment program in a way you could understand, 100% of discharged outpatients marked the most favorable responses.
When asked if the therapy treatment that was provided made the individual better, 97% of the respondents provided a favorable answer.
100% of the individuals who submitted surveys indicated they would be very likely to recommend the Lighthouse to others in need or rehabilitation service.
Additional comments included in the survey results were as follows:
“Thank you for all your help.”
“The therapists are friendly and caring as well as helpful. Everyone in the building is very friendly.”
“My therapist was very thoroughly and made sure that I understood completely I will miss working with her,”
“All the staff is very professional and friendly.”
“The Lighthouse staff is all wonderful and I am thankful for all that they do for our family.”
“Your staffs are wonderful that I have worked with that I wish that I could take them home with me.”
“Very pleased with the care that I received”.