Abrazos Family Support Services Current Consumer Survey Report

Results of Annual Consumer Survey
Spring 2003

SERVICES:

OTHER INFORMATION:

Abrazos Family Support Services
P.O. Box 788
Bernalillo, NM 87004
(505) 867-3396
Fax: (505) 867-3398

Once a year we ask families and providers with whom we worked during the past year to tell us how we are doing and how we might improve. This report provides a summary of the results of this year’s survey of families who received family infant toddler early intervention and respite services. Family surveys were available in English and Spanish. Since the Families FIRST (prenatal and infant care coordination for Medicaid eligible families) program conducts their own family survey, we did not re-survey those families. The results from the Provider and Family questionnaires are summarized below.

Family Survey

CHARACTERISTICS OF FAMILIES COMPLETING THIS SURVEY

Number of Surveys

Distributed = 116
Completed = 69
Response Rate = 60%

Services Families Currently Receive

Early Intervention (EI) = 61%
Respite = 23%
Both EI and Respite = 16%
Home Care for Seniors = 0%

Number of Months Services Received

6 or less = 20%
7 to 12 = 36%
13 to 24 = 19%
25 or more = 25%

FAMILY SURVEY - SUMMARY OF RESULTS
	YES	SOMETIMES
Workers show respect for your lifestyle, culture and language	100%	0%
Information provided is easy to understand and useful.	99%	1%
Overall, services are beneficial to families.	96%	4%
Staff and providers keep scheduled appointments.	93%	7%
Examples of Comments Received from Families “The friendliness and knowledge.” “Everyone is helpful.” “That they come to home and go to his daycare also.” “Always include other family members (sister) in activities.” “The respect they give us and the progress they have done with my son.” “Giving families with these special needs family members a time to relax and regroup.”

Provider Survey

CHARACTERISTICS OF PROVIDERS COMPLETING THIS SURVEY

Number of Surveys

Distributed = 56
Completed = 29
Response Rate = 52%

Services Providers are Familiar With

Infant Intervention = 79%
Respite = 38%
Families FIRST = 31%
Home Care for Seniors = 0%

Referred to Our Agency

Yes = 86%
No = 10%
No Response = 4%

PROVIDERS’ RATING OF OUR SERVICES
	Beneficial	Acceptable
Overall rating of services we provide to children and families.	86%	4%
Rating of our ability to work collaboratively with providers	86%	4%
Examples of Comments Received from Providers “Knowledgeable service coordinators and developmental specialists.” “Quick response time to referrals.” “Service coordinators and evaluators are bilingual and culturally sensitive.” “Accurate and useful assessments.” “Often Abrazos makes the most of limited resources.”

Summary and Conclusions

Overall our agency continues to provide high quality services that are useful, understandable and beneficial to families. In general, providers are also satisfied with our services. The recommendations for improvement we received from families and providers were:

increase personnel (respite providers, therapists, service coordinators)

improve communication with providers (e.g., why referral to specialist is needed directly to PCP)

increase avenues available for providers to communicate with staff (e.g., faxing, e-mail)