Results of CAMH Client Satisfaction Survey

Breakthrough

Fall 2005

CAMH is continuously improving, monitoring and evaluating our services. Gathering feedback from clients on their satisfaction with the care and treatment they receive at CAMH allows us to improve the way our programs and services are run. The results of our latest Client Satisfaction Survey, with a total of 1,017 surveys completed, were released in September 2005.

The survey asked a total of 40 questions. Highlights of the survey include the top five questions that reflect high performing areas and areas with room for improvement:

High Performing

Is the area where you meet with staff clean and comfortable? (Is the hospital clean and comfortable?)

• 93% replied 'Always/usually'
• 5% replied 'Sometimes'
• 2% replied 'Never.'

How often do staff return your calls within a reasonable amount of time?

• 88% replied 'Always/usually'
• 10% replied 'Sometimes'
• 2% replied 'Never.'

Do you have enough privacy when you meet with staff? (Do you have enough privacy in this hospital?)

• 88% replied 'Always/usually'
• 8% replied 'Sometimes'
• 5% replied 'Never.'*

When you ask questions, do you get answers you can understand?

• 85% replied 'Always/usually'
• 13% replied 'Sometimes'
• 3% replied 'Never.'*

Are the staff helping you to deal with your problems?

• 84% replied 'Always/Usually'
• 13% replied 'Sometimes'
• 3% said 'Never.'

Room for Improvement

Do you know how to submit feedback/complaint to CAMH?

• 56% said 'No,' while 44% said 'Yes.'

Do you feel that you can refuse treatment such as medications or counselling?

• 24% said 'No'
• 23% said 'Yes, sometimes'
• 54% said 'Yes, always.'

Are your symptoms bothering you less?

• 22% said 'No'
• 39% said 'Yes, somewhat'
• 40% said 'Yes, definitely.'

Have staff told you about other services and supports in the community?

• 19% said 'No'
• 36% said 'Yes, somewhat'
• 44% said 'Yes, completely.'

Are you doing better in your work, school, or other usual activities?

• 15% said 'No'
• 40% said 'Yes, somewhat'
• 44% said 'Yes, definitely.'

*The results for some of the questions may not equal 100% as the percentages have been rounded up (for instance 3.6% would be rounded up to 4%).

Individual program areas within CAMH are now meeting to discuss the results and develop action plans to address the important concerns identified by clients through the survey.

The full survey report can be accessed through the CAMH Libraries at the Queen and Russell Street sites.

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