Florida State HospitalResident Satisfaction Report

Treatment DepartmentSubstance Abuse Services

Introduction

The need to measure resident satisfaction is essential for improving performance standards and more importantly, essential for resident recovery for individuals receiving services at Florida State Hospital. For measuring our department’s effectiveness, the voice of residents served is highly valued. The treatment department’s success is measured by its ability to provide quality services and enhance our resident’s ability to recover.

Objectives

The primary objective of the Treatment Services Satisfaction Questionnaire is for the purposes of the Treatment Department to evaluate its success in providing quality services to the residents we serve. In monitoring the perspectives of residents served the treatment department will recognize and plan for performance improvements. Surveys for resident satisfaction were conducted to determine resident perspective for the following treatment concerns:

Resident’s perceived level of progress in Substance Abuse groups Satisfaction with specified subject material to meet resident needs and

expectations for recovery – Support Groups, Relapse Prevention, Psych-Education

To determine the helpfulness of our providers based on resident perspective Resident perspective for the quality of our services compared to competing

treatment programs

Long term objectives of this study involve the comparison of progress made with resident’s level of satisfaction. In addition, resident attendance and residents reported level of satisfaction for treatment services.

Methodology

The chosen sample of residents is based on the objective of how residents feel in general about our services. Surveys are administered individually in resident units and in rehab services by the surveyor. 40-50 residents each month, roughly five residents per provider are administered the questionnaire. As this sample size for July is not large enough to attribute resident satisfaction and department success for the population of residents we serve it is a part of a ongoing study of resident satisfaction and perceived progress. For the July sample population residents are chosen at random but based on the following criteria:

Residents of the Civil Admission, Forensic Central, and Forensic Admissions population Residents who have attended services for at least three months Residents who have attended on no less than a weekly basis if in services for four months or less.

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July- 2012

Population Profile

The sample population for July consisted of 32 males (80%) and 8 females (20%) of the sample population. 16 residents (40%) represent the Civil Transition population, 15 residents (37.5%) represent the Forensic Central population, and 9 residents (22.5%) represent the Forensic Admissions population.

Findings

Of residents surveyed for the month of July, 20 residents reported very satisfied with their level of progress, 16 residents reported satisfied with their level of progress in the Substance Abuse Program.

Of residents surveyed for the month of July, 24 residents (60%) have previously participated in Substance Abuse treatment programs outside of Florida State Hospital. Of the 24 residents who reported participating in external treatment programs 21 residents (87.5%) reported either satisfied or very satisfied with their personal level of progress in services. This group of individuals who have previous experience with substance abuse treatment represents 60% of the entire population surveyed in July. By asking residents if they previously attended external treatment programs the resident has competing services to compare our services to. 22 residents or (91.6%) of residents who have previously attended external treatment programs for Substance Abuse indicated “yes” as asked “Do you feel the current treatment group environment enhances your opportunity for recovery? ”

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Resident Satisfaction for personal level of progress

50%

40%

5%5%

Very Satisfied

Satisf ied

Undecided

Dissatisfied

Figure 1

As asked “Do you feel the current treatment group environment enhances your opportunity for recovery?” 36 residents (90%) indicated “yes.”

Figure 3Figure 3 represents satisfaction for target areas of concern as reflected by

questions asked on the survey for the month of July.

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Resident Perspective for Opportunity of Recoveryas in treatment serivces

36

4

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25

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40

yes no

Resi

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Resident Satisfaction- July 2012

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Progress

Provider

Relapse

Prevention

Psych-Ed

ucation

Suppo

rt Gro

upsInform

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verall

Presentation

Comfort in gr

oups

Treatment Concerns

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Very Satisfied

Satisfied

Undecided

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VeryDissatisfied

Figure 2

Summary Table July 2012 Treatment Services Satisfaction Questionnaire

Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied

1. How satisfied are you with your personal level of progress in the program?

20 16 2 2 -

2. How satisfied are you with the helpfulness of your provider?

17 20 1 2 -

3. How satisfied are you with relapse prevention information provided in groups?

18 16 5 1 -

4. How satisfied are you with psych-education information provided in groups?

14 19 5 2 -

5. How satisfied are you with the treatment program’s support groups?

17 17 3 2 1

6. How satisfied are you with the information presented in treatment groups overall?

19 19 2 - -

7. How satisfied are you with the presentation of information (handouts, worksheets, videos, etc.)?

16 19 2 4 -

8. How satisfied are you with your level of comfort in treatment groups?

16 16 4 3 1

Yes NoDo you feel the current treatment group environment enhances your

opportunity for recovery? 36 4Have you ever been in a substance abuse treatment program outside of

Florida State Hospital? 24 16

40 Residents

Figure 4

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Resident Commentary and Suggestion

“ I wish I could have 1:1 to explain how I got here.”

“A little more simple information”

“motivate people to talk”

“FSH is more general, theirs is more personal”

“I think the substance abuse program is fine.”

“We do a lot of discussion therapy that seems to be comfortable and enlightening to all.”

“Proceed, too, keep up the good work. Everyone.”

“All the treatment groups I have attended have helped me tremendously thank you to keep me substance free. Thanks Again. I know I can stay substance free out in the free world.”

“The groups are very helpful.”

“Someone should be willing to listen to each one’s story and find out what the problem is.”

“The info was presented in a clear manner although some of the themes were complicated.”

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Recommendations

Findings indicate celebratory success for the Treatment Department as of this first sample of an extended study indicated by 90% of residents responding positively to resident perspective for opportunity for recovery. In addition 60% of residents surveyed have attended external treatment programs for which to compare provided services to. The surveyor’s recommendations are based on a small sample size for a larger study conducted over an extended period of time. Recommendations are based on conversations with residents and suggestions that residents have made for Substance Abuse Services. Recommendations at this time involve personalization is a key factor in resident comfort and recovery aided by the Treatment Department. Our services must offer individual monitoring and tailored plans for resident recovery to enhance the resident’s experience in services and promote lasting sobriety upon return to the community. 1:1 and utilization of the Wellness Self Management Workbook and resident awareness and development of personal objectives will aid in personalizing treatment services for individuals being served.

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August- 2012

Population Profile

25 residents were surveyed for the August satisfaction questionnaire. The sample ,population for August consisted of 23 males (92%) and 2 females (8%). Of the sample population, 11 residents (44%) represent the Civil population, 8 residents (32%) represent the Forensic Central population, and 6 residents (24%) represent the Forensic Admissions population.

Findings

Figure 5“How satisfied are you with your personal level of progress in the program?”

Residents who were surveyed for the month of August, when asked their satisfaction with their personal level of progress in the program: 14 residents were very satisfied with progress, 10 indicated satisfied with progress, and 1 resident indicated dissatisfied with services.

As residents have indicated desire for more information on relapse prevention to be offered in group particular emphasis was place on survey results for the item “How satisfied are you with relapse prevention information provided in groups?” Of 25 residents, 16 residents indicated “Very Satisfied”, 8 residents indicated “Satisfied”, and 1 resident indicated “Undecided”. Survey data suggests satisfaction with Relapse Prevention material presented. It is taken into consideration that surveyed residents may not have a base for comparison if they have not been in other substance abuse treatment programs prior to admission to FSH. August survey data indicates that 15 residents (60%)

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Perspective of Personal Progress25 Residents

14, 56%

10, 40%

1, 4%

Very Satisfied

Satisfied

Dissatisfied

have been in at least one substance abuse program prior to admission and 10 residents (40%) have not.

Figure 6“Do you feel the current treatment group environment enhances your opportunity for

recovery?”

This item displayed by Figure 6 is used to gain an overall understanding for resident satisfaction with the department’s provided services. It also represents the Treatment Department’s success in providing quality services as represented on monthly departmental statistics. 23 of 25 residents (92%) surveyed for the month of August indicated “yes” in response to the question “Do you feel the current treatment group environment enhances your opportunity for recovery?” This item gives the department a polar “yes” or “no” for resident perspective on the quality of provided services. August data, with an overwhelming majority of residents indicating “yes”, precedes July results with a consistent trend as 36 of 40 residents (90%) surveyed indicated “yes” for the item.

Treatment Services curriculum is based on four core topics being separated by the days of the week. Monday subject material is based on Psych-Education, Tuesday subject material on Skills Development, Wednesday subject material on Support Group, and Thursday subject material is based on Relapse Prevention. The questionnaire currently has items for Psych-Education, Support Groups, and Relapse Prevention.

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Resident Perspective for Opportunity of RecoveryAugust 2012 25 Residents

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yes no

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The data in Figure 7 presents that an overwhelming majority of residents surveyed indicated at least “Satisfied” with core subjects for treatment services. “Very satisfied” was indicated most frequently for all three subjects. For Psych-education data “Unknown” is indicated more frequently indicated than for any other item on the questionnaire for the month of August. This possibly signifies that residents are unfamiliar with what material this title encompasses or it is not being implemented in groups as frequently as other subjects.

Figure 8: This Figure represents satisfaction for target areas of concern as reflected by questions presented on the survey for the month of August.

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Figure 7

Resident Satisfaction August 201225 residents Surveyed

11

13

11

14

8

1 1 1 1

32

1 1 1 1 11 1

16

1413

18

8

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10 10101010

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02468

101214161820

Progress Provider RelapsePrevention

Psych-Education

SupportGroups

InformationOverall

Presentation Comfort inGroups

Survey Items

Num

ber

of R

esid

ents

Very Satisfied

Satisfied

Undecided

Dissatisfied

VeryDissatisfied

Satisfaction for Individual Groups

1113

1 1 1

16

10108

4

02468

1012141618

Relapse P

revention

Psych-Education

Support Group

Core Subjects

Num

ber

of R

esid

ents

Very Satisfied

Satisfied

Undecided

Dissatisfied

Data for the item “How satisfied are you with the helpfulness of your provider?” signifies the most dissatisfaction indicated by residents for all items on the survey. Again, looking at the majority of resident feedback we see this is not a major area of concern for the department but rather concerns to be handled on an individual basis through individual resident follow-up.

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Summary Table August 2012 Treatment Services Satisfaction Questionnaire

Very Satisfied Satisfied Undecided Dissatisfied Very Dissatisfied

1. How satisfied are you with your personal level of progress in the program?

14 10 - 1 -

2. How satisfied are you with the helpfulness of your provider?

18 4 1 1 1

3. How satisfied are you with relapse prevention information provided in groups?

16 18 1 - -

4. How satisfied are you with psych-education information provided in groups?

11 10 4 - -

5. How satisfied are you with the treatment program’s support groups?

13 10 1 1 -

6. How satisfied are you with the information presented in treatment groups overall?

13 10 1 1 -

7. How satisfied are you with the presentation of information (handouts, worksheets, videos, etc.)?

11 10 3 - 1

8. How satisfied are you with your level of comfort in treatment groups?

14 8 2 1 -

Yes NoDo you feel the current treatment group environment enhances your

opportunity for recovery? 23 2Have you ever been in a substance abuse treatment program outside of

Florida State Hospital? 15 10

25 Residents

Figure 9

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Resident Commentary and Suggestion

“I feel they should have more handouts with information for us to keep and look back on.”

“Tips to quit smoking for good or most.”

“I think the program is very satisfying.”

“Most addicts require a replacement of their specific drug (ex. Alcohol or Cocaine) Coffee with caffeine would be nice at substance abuse meetings. -Thank You”

“I feel like they are helpful.”

“He is a very outgoing teacher. He likes to listen to your input. I m very satisfied.” (Erroll)

“Mrs. Mareta is helping me with my relapse prevention and I am very satisfied with her class.”

More Relapse Prevention information

Support groups should more closely follow A.A. groups.

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Recommendations

For two samples and the second month of administering satisfaction questionnaires results indicate success for the Treatment Department in providing quality services to scheduled residents of FSH. Recommendations for this month’s report are based on distribution of data and commentary indicated by surveyed residents.

With reference to Figure 7, four residents indicated “Undecided” for satisfaction with Psych-education groups. “Undecided” was indicated most frequently for this item than any other on the survey. Based on this information the following concerns arise: residents are unfamiliar with the material presented for this topic or material, this topic is not presented as often as other topics, or providers are not informing residents of these core subjects as often as necessary. We want to clarify the type of information being presented to residents in services, to aid the resident in chunking and organizing these types of information, and further explaining how this information can be beneficial for the resident. It is recommended that providers take steps to define during group meetings what these types of information are and indicate the group type along with provider title, topic, and date daily. Also, providers can describe briefly to the residents how this type of information is important for understanding addiction and how it benefits them as consumers in our services.

Resident suggestion and commentary indicates desire for more information on relapse prevention. It is recommended that amount of and concentration of relapse material is under review as our quality of services can further advance by targeting relapse prevention information. Data for this item does suggest overall satisfaction with Relapse Prevention material for residents surveyed.

Resident suggestion has indicated greater formality in regards to Support Groups that closely follow Alcoholics Anonymous groups. It is recommended that Support Group procedures and curriculum be under review with implementation of the AA style in addition to DRA style support groups. Perhaps reading from the “Big Book”, encouraging residents to share personal accounts, and incorporating icebreaker activities to enhance the group member’s comfort in group can aid in creating a more supportive peer based environment as AA strives to promote.

Resident suggestion has indicated desire for information handouts on subject material to be provided in groups. It is recommended that this be considered for aiding many residents who verbalize a desire to learn but will say I often forget. Experience in providing services does include this matter. Creating a reference base for residents attending services can be an asset if it helps the resident to review what they have gained from group, enhance memory, elevate recall, and promote use of information. It is also thought that by providing residents with information handouts providers are taking into account diverse learning styles and the importance of utilizing multiple techniques for learning. Overall satisfaction for presentation of information can further be improved by providing informative handouts to residents attending groups and as they request them.

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Action for Future Surveys

Recommendations for administering and reporting of the satisfaction questionnaire involve:

Possible revisions to wording of items on the survey.

Documentation for resident follow- ups in future reports.

Future concentration will also involve studying resident satisfaction for services in conjunction with resident documented progress in services as reflected by Form-253

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