Client Experience Survey 2017

Thank you for taking the 10 to 20 minutes to complete this important survey about your experience with Senior Persons Living Connected (SPLC) in 2017. Your feedback to surveys in previous years has informed decisions about quality improvement plans and new funding applications.

Please use the enclosed postage-paid envelope to return completed surveys, or drop it off at our customer service desk at 3333 Finch Ave East by Friday, November 17, 2017. Alternatively, you can complete the survey online at: www.surveymonkey.com/r/splcces2017

If you require assistance to complete this survey, please phone Lydia at 416 493-3333 extension 267. The results of the survey will be posted on our website at www.splc.ca.

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Question Title

* 1. Which of the following best describes you? (Check all that apply)

I am a client of SPLC

I am a caregiver / family member

I am an SPLC tenant

I am a Terrace Resident

I am a Wishing Well Manor tenant

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* 2. Which age group are you in?

Under 55

55-59

60-64

65-74

75-84

85-94

95+

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* 3. What language would you prefer to receive services in?

Arabic

Armenian

Cantonese

English

French

Greek

Italian

Korean

Mandarin

Tagalog

Tamil

Vietnamese

Other (please specify)

Question Title

* 4. How do you find the facilities at our main site 3333 Finch Ave E?

	Yes	Somewhat	No
Physically accessible	Physically accessible Yes	Physically accessible Somewhat	Physically accessible No
Easy to find my way around	Easy to find my way around Yes	Easy to find my way around Somewhat	Easy to find my way around No
Clean	Clean Yes	Clean Somewhat	Clean No
Well-maintained	Well-maintained Yes	Well-maintained Somewhat	Well-maintained No
Welcoming and comfortable	Welcoming and comfortable Yes	Welcoming and comfortable Somewhat	Welcoming and comfortable No
Tidy	Tidy Yes	Tidy Somewhat	Tidy No
Safe	Safe Yes	Safe Somewhat	Safe No

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* 5. We provide services at other locations ie Wishing Well, Public Library. Do you find our other locations to be:

	Yes	Somewhat	No	Not Applicable
Physically accessible	Physically accessible Yes	Physically accessible Somewhat	Physically accessible No	Physically accessible Not Applicable
Easy to find my way around	Easy to find my way around Yes	Easy to find my way around Somewhat	Easy to find my way around No	Easy to find my way around Not Applicable
Clean	Clean Yes	Clean Somewhat	Clean No	Clean Not Applicable
Well-maintained	Well-maintained Yes	Well-maintained Somewhat	Well-maintained No	Well-maintained Not Applicable
Welcoming and comfortable	Welcoming and comfortable Yes	Welcoming and comfortable Somewhat	Welcoming and comfortable No	Welcoming and comfortable Not Applicable
Tidy	Tidy Yes	Tidy Somewhat	Tidy No	Tidy Not Applicable
Safe	Safe Yes	Safe Somewhat	Safe No	Safe Not Applicable

Please specify the location you use:

Question Title

* 6. Please select your level of satisfaction with each of the services below that you or the person you care for used in 2017. Please mark all that apply.

	Not Satisfied	Somewhat Satisfied	Satisfied	Very Satisfied	Not Applicable
Assisted Living	Assisted Living Not Satisfied	Assisted Living Somewhat Satisfied	Assisted Living Satisfied	Assisted Living Very Satisfied	Assisted Living Not Applicable
Caregiver Education and Support	Caregiver Education and Support Not Satisfied	Caregiver Education and Support Somewhat Satisfied	Caregiver Education and Support Satisfied	Caregiver Education and Support Very Satisfied	Caregiver Education and Support Not Applicable
Case Management	Case Management Not Satisfied	Case Management Somewhat Satisfied	Case Management Satisfied	Case Management Very Satisfied	Case Management Not Applicable
Chronic Disease Self-management Program	Chronic Disease Self-management Program Not Satisfied	Chronic Disease Self-management Program Somewhat Satisfied	Chronic Disease Self-management Program Satisfied	Chronic Disease Self-management Program Very Satisfied	Chronic Disease Self-management Program Not Applicable
Day Programs	Day Programs Not Satisfied	Day Programs Somewhat Satisfied	Day Programs Satisfied	Day Programs Very Satisfied	Day Programs Not Applicable
Friendly Visiting	Friendly Visiting Not Satisfied	Friendly Visiting Somewhat Satisfied	Friendly Visiting Satisfied	Friendly Visiting Very Satisfied	Friendly Visiting Not Applicable
GAIN Community Team	GAIN Community Team Not Satisfied	GAIN Community Team Somewhat Satisfied	GAIN Community Team Satisfied	GAIN Community Team Very Satisfied	GAIN Community Team Not Applicable
Health Promotion (Wellness Workshops and Clubs, SALT, Garden Clubs)	Health Promotion (Wellness Workshops and Clubs, SALT, Garden Clubs) Not Satisfied	Health Promotion (Wellness Workshops and Clubs, SALT, Garden Clubs) Somewhat Satisfied	Health Promotion (Wellness Workshops and Clubs, SALT, Garden Clubs) Satisfied	Health Promotion (Wellness Workshops and Clubs, SALT, Garden Clubs) Very Satisfied	Health Promotion (Wellness Workshops and Clubs, SALT, Garden Clubs) Not Applicable
Meals on Wheels	Meals on Wheels Not Satisfied	Meals on Wheels Somewhat Satisfied	Meals on Wheels Satisfied	Meals on Wheels Very Satisfied	Meals on Wheels Not Applicable
Personal Care and Homemaking	Personal Care and Homemaking Not Satisfied	Personal Care and Homemaking Somewhat Satisfied	Personal Care and Homemaking Satisfied	Personal Care and Homemaking Very Satisfied	Personal Care and Homemaking Not Applicable
Physician Services (Blood Pressure and Blood Sugar Clinic, Geriatric Psychiatrist)	Physician Services (Blood Pressure and Blood Sugar Clinic, Geriatric Psychiatrist) Not Satisfied	Physician Services (Blood Pressure and Blood Sugar Clinic, Geriatric Psychiatrist) Somewhat Satisfied	Physician Services (Blood Pressure and Blood Sugar Clinic, Geriatric Psychiatrist) Satisfied	Physician Services (Blood Pressure and Blood Sugar Clinic, Geriatric Psychiatrist) Very Satisfied	Physician Services (Blood Pressure and Blood Sugar Clinic, Geriatric Psychiatrist) Not Applicable
Recreation Programs	Recreation Programs Not Satisfied	Recreation Programs Somewhat Satisfied	Recreation Programs Satisfied	Recreation Programs Very Satisfied	Recreation Programs Not Applicable
Security Checks	Security Checks Not Satisfied	Security Checks Somewhat Satisfied	Security Checks Satisfied	Security Checks Very Satisfied	Security Checks Not Applicable
Support Groups	Support Groups Not Satisfied	Support Groups Somewhat Satisfied	Support Groups Satisfied	Support Groups Very Satisfied	Support Groups Not Applicable
Terrace Restaurant	Terrace Restaurant Not Satisfied	Terrace Restaurant Somewhat Satisfied	Terrace Restaurant Satisfied	Terrace Restaurant Very Satisfied	Terrace Restaurant Not Applicable
Transportation	Transportation Not Satisfied	Transportation Somewhat Satisfied	Transportation Satisfied	Transportation Very Satisfied	Transportation Not Applicable

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* 7. The services I receive from SPLC contribute to my:

	Completely	Somewhat	Not At All	Don't Know
Independence	Independence Completely	Independence Somewhat	Independence Not At All	Independence Don't Know
Quality of Life	Quality of Life Completely	Quality of Life Somewhat	Quality of Life Not At All	Quality of Life Don't Know
Ability To Stay At Home	Ability To Stay At Home Completely	Ability To Stay At Home Somewhat	Ability To Stay At Home Not At All	Ability To Stay At Home Don't Know

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* 8. The services that I receive from SPLC meet my needs

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 9. Please answer the following if you receive Adult Day Program services and/or other care in your home

	Strongly Agree	Agree	Disagree	Strongly Disagree	Not Applicable
Staff regularly wash their hands or wear gloves when providing direct care	Staff regularly wash their hands or wear gloves when providing direct care Strongly Agree	Staff regularly wash their hands or wear gloves when providing direct care Agree	Staff regularly wash their hands or wear gloves when providing direct care Disagree	Staff regularly wash their hands or wear gloves when providing direct care Strongly Disagree	Staff regularly wash their hands or wear gloves when providing direct care Not Applicable
I am instructed on safety measures related to care in my home environment	I am instructed on safety measures related to care in my home environment Strongly Agree	I am instructed on safety measures related to care in my home environment Agree	I am instructed on safety measures related to care in my home environment Disagree	I am instructed on safety measures related to care in my home environment Strongly Disagree	I am instructed on safety measures related to care in my home environment Not Applicable
The people who provide my service ask my permission before starting	The people who provide my service ask my permission before starting Strongly Agree	The people who provide my service ask my permission before starting Agree	The people who provide my service ask my permission before starting Disagree	The people who provide my service ask my permission before starting Strongly Disagree	The people who provide my service ask my permission before starting Not Applicable

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* 10. I receive services from SPLC at times (example: hours or days) that are good for me.

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 11. Staff from SPLC always listen carefully to me.

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 12. Staff from SPLC explain things in a way that is easy to understand.

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 13. I am treated with courtesy and respect by staff of SPLC

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 14. The services that I receive from SPLC are sensitive to who I am as a person (for example: language, culture, gender, sexual orientation, religion, or disability).

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 15. SPLC asked for my input to identify my needs for care, services or programs.

Strongly Agree

Agree

Disagree

Strongly Disagree

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* 16. When I needed more help, I was connected to other services at SPLC and other service providers. (example: medical services, Community Care Access Centre (CCAC))

Strongly Agree

Agree

Disagree

Strongly Disagree

Not Applicable

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* 17. If SPLC referred me to another service provider (example: hospital, Community Care Access Centre (CCAC)), information about my needs was shared with my consent, so I don't have to tell my story again.

Strongly Agree

Agree

Disagree

Strongly Disagree

Not Applicable

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* 18. Overall how satisfied are you with the help you or someone you care for have received from SPLC

Very Satisfied

Satisfied

Somewhat Satisfied

Not Satisfied

Please explain why you selected the answer you did. For example, what do you think SPLC does well? What could SPLC do better to support you or the person you care for?

Question Title

* 19. Would you recommend SPLC to another family member or friend?

Yes

Maybe

Please explain why you selected the answer you did. For example, what do you think SPLC does well? What could SPLC do better to support you or the person you care for?

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* 20. Do you have any other comments about Senior Persons Living Connected and your experience in 2017?

Please help inform us with future planning by answering these two questions:

Question Title

* 1. Which of the following best describes you? (Check all that apply)

Question Title

* 2. Which age group are you in?

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* 3. What language would you prefer to receive services in?

Question Title

* 4. How do you find the facilities at our main site 3333 Finch Ave E?

Question Title

* 5. We provide services at other locations ie Wishing Well, Public Library. Do you find our other locations to be:

Question Title

* 6. Please select your level of satisfaction with each of the services below that you or the person you care for used in 2017. Please mark all that apply.

Question Title

* 7. The services I receive from SPLC contribute to my:

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* 8. The services that I receive from SPLC meet my needs

Question Title

* 9. Please answer the following if you receive Adult Day Program services and/or other care in your home

Question Title

* 10. I receive services from SPLC at times (example: hours or days) that are good for me.

Question Title

* 11. Staff from SPLC always listen carefully to me.

Question Title

* 12. Staff from SPLC explain things in a way that is easy to understand.

Question Title

* 13. I am treated with courtesy and respect by staff of SPLC

Question Title

* 14. The services that I receive from SPLC are sensitive to who I am as a person (for example: language, culture, gender, sexual orientation, religion, or disability).

Question Title

* 15. SPLC asked for my input to identify my needs for care, services or programs.

Question Title

* 16. When I needed more help, I was connected to other services at SPLC and other service providers. (example: medical services, Community Care Access Centre (CCAC))

Question Title

* 17. If SPLC referred me to another service provider (example: hospital, Community Care Access Centre (CCAC)), information about my needs was shared with my consent, so I don't have to tell my story again.

Question Title

* 18. Overall how satisfied are you with the help you or someone you care for have received from SPLC

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* 19. Would you recommend SPLC to another family member or friend?

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* 20. Do you have any other comments about Senior Persons Living Connected and your experience in 2017?

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* 21. What are your biggest challenges to maintaining health and independence?

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* 22. How can we best support your needs/the needs of seniors in the future? What would that look like?