Satisfaction Survey Results
Customer Satisfaction Results from Adult Residents for 2019
For adult residents, a satisfaction survey was distributed. A total of 75 adult resident surveys were returned completed. Residents were broken down in different classifications based on diagnose. The diagnosis used are classified as, Traumatic Brain Injury (TBI), Spinal Cord Injury (SCI), and Behavioral Health (BH). Questions addressed in the survey evaluate personal, medical, and dietary assistance provided, along with housing placement and conditions. In analyzing the data collected from this survey, the results were as follows:
When asked if clients liked the home they are living in the percentage was favorable: TBI 94%, BH 86%, and SCI 100 %
Regarding the assistance by the staff in the homes the residents responded approvingly: TBI 92%, BH 95%, and SCI 100 %
Responses to survey items related to dietary quality indicated the residents are highly satisfied with the nutritional aspects of the program: TBI 71%, BH 100%, and SCI 100 %
Customer Satisfaction Results for Pediatric Residents for 2019
The Lighthouse received 15 age appropriate satisfaction surveys from the Pediatric residents. The surveys addressed qualities in the home environment, care provided, and dietary, therapeutic, and educational services. The results were as follows:
Responses regarding the staff listening to the residents indicated 86% of the children believed that the staff "really" listened to them.
When asked about the therapies they received 100% of the residents reported they were satisfied.
Assessment of the educational services demonstrated that 93% of the pediatric clients were "very" satisfied with their school placement.
Customer Satisfaction Results for Family or Responsible Party for 2019
The Lighthouse recognizes the importance of obtaining feedback from key stakeholders to determine program strengths and acknowledge areas that may need 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 and services stakeholders shared:
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 2019
The Lighthouse received 39 satisfaction surveys for outpatients who have been discharged from their program during 2019. The target for outpatient satisfaction was 80% in the favorable response categories. Specific data reviewed included client responses to questions such as: Clear explanation of the treatment(s) performed by the therapist, Were the results of therapy service(s) beneficial, and would the client recommend the Lighthouse to others in need of rehabilitation 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, 100% of the respondents provided a favorable answer.
96% of the individuals who submitted surveys indicated they would be "very likely" to recommend the Lighthouse to others in need of rehabilitation service.
Comments taken from surveys
"I wished had more therapy but due to insurance was limited."
"Good experience! Excellent treatment!"
"My Therapists very professional, friendly, and excellent physical therapist."
"My Therapist was very professional and knowledgeable. Already referred sister for services at the Lighthouse."
"Great therapist extremely professional and enjoyed every minute."
"Therapist was really great and listened to me and he made therapy great."
"Very happy with my 2 therapist they made me comfortable and at ease. Wish I had a location closer to home."
'My program has helped me with more confident and get out more. My therapist have adapted my program to me and my needs I thank everyone. I miss my time at the Lighthouse."
"My therapy was great and high quality they explained everything great and the therapy program was high quality and very helpful."