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Member Satisfaction

Every year Community Care mails surveys to some of our members to find out what they think about our services. Based on the care our members received in 2006, we learned that:

In general members responded that they felt:

• That people treating them fully respected members’ or their children’s identified physical/special needs.
• That people treating them listened to them carefully.
• That the people treating them explained things in a way that they could understand. 
• That the people treating them spent enough time with them.
• Safe when they went for treatment. 
• Educated about what side effects to watch for from their medications.
• That they were involved in their counseling/treatment or their child’s counseling/treatment.
• That they had received enough information about their or their child’s rights as a patient.

Also, the results of the following questions gave us areas to work on:

• When you or your child needed to get counseling or treatment right away, how long did you usually have to wait between trying to get care and actually seeing someone?
• How often did the people you went to for counseling or treatment act as though they thought that you or your child could recover?
• Are you aware of the counseling and treatment services that are available to you or your child for personal or family problems, mental or emotional illness, and drug and alcohol problems?
• If you or your child needed counseling or treatment for one of these problems, do you know the procedures for getting that kind of help?

We meet with members to review the survey results. They help us come up with the best ways to improve member satisfaction.  Some of the things that we plan on doing to improve member satisfaction are:

• Remind members that they can call Community Care if they need help getting urgent care through:

          ~Member Information Sheets.
          ~Member Handbook.
          ~Revised Website.
          ~Member Advisory Committee (MAC) and Family Advisory Committee (FAC)  Meetings.
          ~Member Newsletters.

• Work with Pat Deegan, PhD and mental health consumers, regarding the Recovery Model to educate members and providers about recovery and wellness.

• Let members know about our new, user-friendly website.
• Publish informational articles in the member newsletters and on our website. 

What members think about our services is very important to us.  If you have other ideas that might help us to increase member satisfaction, please call Community Care’s toll-free number for your county and ask to speak to someone from the Quality Department.

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