2014 Stakeholder Survey Results

Transcription

1 Results The Area Agency on Aging 1-B (AAA 1-B) has contracted with service providers since 1973 and has purchased services on behalf of older adults through a direct service purchase pool of qualified vendors, since The Community & Business Advancement Department, formerly Network Development, works in conjunction with the Finance Administration (FA), Quality Operations and Community Support Services (CSS) departments to ensure high quality service delivery within the six-county 1-B service area. Ensuring that participants receive high quality services is a priority for AAA 1-B. Equally important is ensuring that the agency is providing high quality services to its provider network. This Stakeholder Survey provides the network an opportunity to provide feedback on their satisfaction with AAA 1-B and to provide input on what improvements can be made to enhance services and increase their satisfaction in the future. The 2014 Stakeholder Survey was provided to 337 AAA 1-B vendor and contracted providers electronically through the online service Survey Monkey. We received an 11% response rate, 36 completed surveys. The survey was comprised of 13 multiple choice and 2 open-ended questions. Prepared by Ann Langford, Director of Community & Business Advancement (June 2014) Serving the counties of Livingston, Macomb, Monroe, Oakland, St. Clair, and Washtenaw Northwestern Highway, Suite 400, Southfield, Michigan (800)

2 Provider Organization Information The first series of questions on the 2014 Stakeholder Survey ask for information regarding the provider organizations. Survey participants were asked about their contractual relationship with AAA 1-B, the counties they serve, and the length of time they have worked with AAA 1-B. How does your organization work with AAA 1-B? Both Contractor & DSP Vendor, 28.6% Contractor, 28.6% Direct Service Purchase (DSP) Vendor, 42.9% Percent of AAA 1-B Provider Network that serves each county. Some providers serve multiple counties. 22% n=36 28% 42% 39% St. Clair 22% 24% Macomb 39% 37% Oakland 42% 61% Livingston 28% 27% 42% Washtenaw 42% 35% Monroe 19% 23% 19% * 2

3 Length of business relationship with AAA 1-B Nearly three-quarters (71%) of the organizations who provide services through direct service purchase agreements, vendor, or through multi-year contractual arrangements have worked with AAA 1-B for ten years or more. What is the length of your organization's relationship with AAA 1-B? 10+ years 6-10 years 3-5 years 1-3 years <1 year 0% 20% 40% 60% 80% Satisfaction Surveys Survey participants were asked if their organization conducts regular satisfaction surveys with their participants. Conducting regular satisfaction surveys is a requirement for all contractors. Ninety-four percent of those who responded stated that their organization conducts regular satisfaction surveys, up from 90% reported in the 2012 Stakeholder Survey. How frequently does your organization do satisfaction surveys with your participants? Not Sure 6% Annually 40% Quarterly 23% Monthly 11% After the service 20% Never 0% 0% 10% 20% 30% 40% 50% 3

4 Consistency of Service Efficiency of Processes & Protocols Professionalism of Staff Openness to Innovation Responsiveness to Request for Assistance Transparency of Business Operations 2014 Stakeholder Survey Survey participants were asked to report on how they handle a request when they are unable to assist an older adult directly. Over 75% refer individuals to AAA 1-B for assistance. Interestingly, 9% report that they inform the older adult that there is no known source to assist them. 80% 70% 60% 50% 40% 30% 20% 10% 0% If your staff or organization is unable to assist an older adult with a request, for assistance or a resource, which of the following responses is your organization most likely to provide? 57.6% Refer the participant to another organization in the network Relationship with AAA 1-B 75.8% Refer the participant to AAA 1-B for assistance The next series of questions on the 2014 Stakeholder Survey examined the relationship between the vendor agencies/contractors and AAA 1-B. Respondents were asked to rate AAA 1-B on several attributes: 9.1% Inform the participant that there is no known resource that meets their request n=33 -Consistency of Service -Professionalism of Staff -Responsiveness to Request for Assistance -Efficiency of Process & Protocols -Openness to Innovation -Transparency of Business Operations 33 out of 35 respondents rated Professionalism of Staff either Very Good or Good. Based on your experience with us, please rate the AAA 1-B on the following attributes: Number of Respondents Very Good Good Fair Poor 4

5 How satisfied are you with the AAA 1-B staff you regularly interact with? Other 1-B Staff Care Management Supports Coordination Finance Network Development/ Community & Business Number of Responses Very Satisfied Satisfied Neutral Dissatisfied n=34 SATISFACTION WITH AAA 1-B Very Satisfied Satisfied Neutral Dissatisfied STAFF Other 1-B Staff Care Management/Supports Coordination Finance Network Development/ Community & Business Advancement Staff Responsiveness Survey participants were asked for their input on how responsive AAA 1-B staff is when providers leave a telephone or message. Responses were nearly evenly split between Less than 24 hours, 24 hours, and 48 hours. The 72 hours option was not selected by any respondents. Think about your interaction with a supports coordinator (care manager) or contract/fiscal manager. If you leave a phone or message for him/her, how long does it typically take before you receive a reply? Less than 24 hours 24 hours 48 hours 72 hours or more 33.3% 30.3% 36.4% Percent of Respondents n=33 5

6 Survey participants were asked to rate AAA 1-B in terms of specific organization functions related to its mission of enhancing the independence of the individuals it serves. On a scale of 1-5, with 1 being Very Poor and 5 being Very Good, Advocacy, Medicare/Medicaid Assistance Program (MMAP) and Training were rated the highest among AAA 1-B s efforts. Even among the remaining choices, all received on average a score of 4 or better. On a scale of 1-5, with 1 being Very Poor and 5 being Very Good, how would you rank the AAA 1-B's effort in the following areas? Care Management Services Caregiver & Public Education Participation in local/county collaborative groups Contract & Vendor Management Program Development Information & Assistance Planning Activities Training Medicare/Medicaid Assistance Program (MMAP) Advocacy Average score of respondents AAA 1-B provides a variety of technical and programmatic assistance activities to its network of providers. Survey participants were asked to rank five activities, based on their perception of value. Trainings were ranked as most valuable by 18 respondents, while the Annual Community Meeting and Contractor Meetings were ranked as least valuable by most respondents. Most Valuable (n=32) Number of Responses Least Valuable (n=26) Number of Responses Trainings provided by AAA 1-B 18 Annual Community Meeting 11 Advocacy meetings and communications 13 Contractor Meetings 11 Contractor Meetings 12 Vendor Council Meetings 9 Vendor Council Meetings 10 Advocacy meetings and communications 4 Annual Community Meeting 7 Trainings provided by AAA 1-B 3 6

7 Survey participants were asked to rate their overall satisfaction with AAA 1-B. 36%, or 12 respondents, stated that they were Very Satisfied with AAA 1-B. 39%, or 13 respondents reported being Satisfied; 15%, or 5 respondents were Neutral; 3%, or 1 respondent reported being Dissatisfied; and 6%, or 2 respondents reported being Very Dissatisfied with AAA 1-B. Dissatisfied, 3.0% Very Dissastisfied, 6.1% Rate your overall satisfaction with AAA 1-B as a business/community partner Neutral, 15.2% Very Satisfied, 36.4% Satisfied, 39.4% Another way to gauge overall satisfaction with a product, service, or organization is to ask individuals if they would recommend it to their friends, families or colleagues. Survey participants were asked to rate the likelihood that they would recommend AAA 1-B to their friends, families, or colleagues. Over half, 52%, responded with a 10, meaning that they would be very likely to recommend AAA 1-B. 87% of respondents selected a rating of 7 or higher. Based on your experience with the AAA 1-B, on a scale of 0 to 10, with 0 being very unlikely and 10 being very likely, how likely are you to recommend AAA 1-B as resource to friends, families, and colleagues? n= Very Unlikely Very Likely 7

8 The subsequent question was open-ended. Survey participants were asked to comment on why they chose the satisfaction rating in the previous question. Twenty-seven participants responded. Experience There are so many seniors that are in need of your services. Hesitate referring due to waiting list for services With relation to the amount of funding provided by AAA 1-B, the reporting requirements are extremely excessive. AAA 1-B is very responsive to needs of individuals referred to them. They also respond to the needs of participants when contacted. They have the resources to get older adults the services they need or to refer them to others. Sometimes I feel that AAA 1-B has become so much more focused on other areas and has lost the sense of who we are serving, the elderly. Depends on the need(s) of the individual. Would refer to our agency first and then to AAA if they met your criteria for assistance beyond what we offer. Overall a good and valuable service to our elder adults. AAA 1-B is a great resource to start with but I have heard from a few caregivers that it took too long for a return call. These are caregivers who waited at least a week for a return call. They have answers for seniors. I find that sometimes the information provided in person, over the phone and on the website are not always in line with each other. MiChoice for example is a program that needs a lot of explaining and potential clients are not sure why they need to refer themselves. Clients would like the provider to be able to refer their potentially eligible clients to AAA 1-B programs (still with the option for self opting in) Because AAA 1-B is the best; we are lucky to live & work in the region. I feel AAA 1-B has many programs to offer the clients that other agencies don t have. Refer people and family all the time. The entire survey is based on our contact person for AAA 1-B. She is very difficult to work with and speaks inappropriate to our residents family members. And she is not knowledgeable in her job. Always responsive. Interactions have always been favorable. 1-B is the best resource for finding other community resources for seniors (better than 211 for example) Very good service, as a vendor/contractor, improvements could be made. AAA 1-B is a great informational resource. Every organization has adjustment; however it has been a pleasure working with staff. The information & assistance line of the 1B business is absolutely one of your greatest strengths. As is your public education/advocacy. For this reason, I refer family, friends and colleagues OFTEN. I know with confidence 1B is a go to place for current and reliable information. There are other resources we may provide that are local and in the area before recommending AAA 1-B. AAA 1-B appears to be more interested in self serving marketing than assisting their partners. I refer people to them already and have used it personally. 8

9 General Comments and Feedback Survey participants were then given the opportunity to provide general comments and feedback to AAA 1-B at the conclusion of the survey. Seventeen respondents provided comments and feedback. Our organization enjoys working with the AAA 1-B staff; it is very clear they are passionate about supporting seniors and the contract providers. Keep up your first class advocacy, innovation & communication! This is a wonderful organization. Wish we could do more. Thank you for being there. Wonderful partners! 1-B does not recognize the difficulty that contractors have in meeting our missions. Contractors spend an enormous effort spent keeping 1-B supplied with new or additional information that does not necessarily translate into more resources, additional services, community or government support, etc. The low rate for DSP is still an issue. It is difficult to grow our relationship with the current rate structure. AAA 1B should increase reimbursement rate for in-home services. It does not pay the cost for the service and this should be taken into consideration as the State budget is looking to allocate more funds for the service. Rating staff with returned phone calls or any other service provided needs to be separate. You should not lump care managers with fiscal in the same question. Each staff member would have a different rating on the scale. The Care Management line of your business may serve the most vulnerable older adults well, but is the LEAST effective in communicating with your vendor/provider group. My experience in over 10 years has never been positive with this end of your business. Consider being true partners with other aging professionals instead of self-promotion and branding your own agenda and agency. Spend more time branding aging as a whole instead of just AAA 1-B. Our interactions with AAA 1-B have been generally friendly and positive, but consistent clarity on expectations and requirements would be helpful. The only complaint as a grant recipient, we do more administrative work for budgets and reporting and meetings than we have time to do actual work with the money we have! It s a full time job with not a lot of money. Conclusions The year 2013 was a challenging one for AAA 1-B and its network of providers. State and federal funding streams were unpredictable and the transition of the Medicaid Adult Waiver program to a Prepaid Ambulatory Health Plan (PAHP) model necessitated a reduction in vendor payment rates. These challenges were reflected in the responses of the survey participants and likely in the decrease in overall survey participation. Three hundred thirty-seven individuals were ed the survey via Survey Monkey, an on-line survey instrument. AAA 1-B received back only 35 surveys with some or all of the questions answered. Compared to 108 survey respondents in the last Stakeholder Survey, in 2012, this is a significant drop in participation. This 2014 Stakeholder Survey attempted to learn more about how well the provider network feels it works with fellow provider organizations and with the AAA 1-B. Over half of the respondents refer individuals to other aging network providers, and over 75% refer individuals to AAA 1-B. 9

10 Despite some negative comments from respondents, nearly all rated their experience with AAA 1-B as Very Good, Good or Fair. As in 2012, Advocacy and the Medicare Medicaid Assistance Program (MMAP) ranked highest among the agency s efforts. This year, Training rose in ranking to number 3, up from number 9 in 2012 Recommendations & Follow-Up The results of the 2014 Stakeholder Survey will be shared with several key internal and external groups to determine ongoing action, including but not limited to: Vendor Council, AAA 1-B Advisory Council, Quality Assurance Committee, and agency management and department meetings Reported in the Network Insider, a monthly e-newsletter distributed to the provider network Posted on the AAA 1-B website Shared with the Michigan Office of Services to the Aging and the Michigan Department of Community Health Action items planned as a result of these findings are still being determined, but include the following: Utilize the survey results in the AAA 1-B s next strategic planning process Review training program priorities and methodology for delivering trainings (i.e. use of webinars to reach more participants) Continue to improve internal systems and processes that improve agency performance and responsiveness to the provider network, and reduce unnecessary bureaucratic requirements. Continue to include the provider network in program development and strategic initiatives to foster an increased sense of collaborative partnership between provider organizations and AAA 1-B. 10