Customer Satisfaction Results from Adult Residents for 2014
For adult residents, a Satisfaction Survey was distributed. A total of 54 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, 90% responded favorably.
Regarding the assistance by the staff in the homes, 96% of the residents responded approvingly.
Responses to survey items related to dietary quality indicated 90% of the residents were highly satisfied with the nutritional component of the program.
Customer Satisfaction Results for Pediatric Residents for 2014
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 92% of children believed that the staff really listened to them.
When asked about the assistance provided in the homes, 100% of the residents reported they were satisfied with the help they received.
Assessment of the educational programming demonstrated that 92% of the pediatric clients were very satisfied with their school.
Customer Satisfaction Results for Stakeholder for 2014
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. The established target for this survey is 85% of stakeholders rating services as above average or excellent. 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.
Would the individual recommend the Lighthouse to others: 100% of the stakeholders surveyed indicated they would recommend the Lighthouse to other case managers, insurance adjusters, and family members.
Customer Satisfaction Results for Outpatients for 2014
The Lighthouse received 32 Satisfaction Surveys for Outpatients who had been discharged from the program during 2014. The target for Outpatient Satisfaction is 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, 97% of discharged outpatients marked the most favorable responses.
When asked if the therapy treatment that was provided made the individual better, 100% 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 of what you do!!”
“It’s the best place for head injury that I know of.”
“The Lighthouse stands out as a superior treatment facility.”
“I was very satisfied with everything. The staff was very friendly and helpful.”
“Everyone was very nice, welcoming, and professional. They all seemed to have the patient’s well-being at the top of their priority list!”
“The Lighthouse is an awesome, awesome place!”
“I was very satisfied with my time at the Lighthouse – the therapy was very beneficial. My shoulders are feeling much better.”