“Sometimes I have rough days but I weather the storm because tomorrow may be clear and bright. It would be nice if no one ever had problems but life is tough and sometimes we need a helping hand. KBH is the helping hand.”
Once a year Kennebec Behavioral Health sends out customer satisfaction surveys to clients in every program to obtain feedback on their experience of care. The questions ask everything from ease of scheduling appointments to being treated with courtesy and respect.
This year, as part of a two-year grant initiative to become a Certified Community Behavioral Health Clinic (CCBHC), KBH incorporated some new questions regarding staff sensitivity to a client’s cultural background (beliefs, race, religion, language, etc.) and whether or not clients were encouraged to utilize consumer-run programs such as the Warm Line, peer supports or recovery groups.
In May and June of 2022, 437 of 1,484 surveys were completed with a response rate of 29.45%. There was an overall satisfaction rating of 97.93% for clients who responded they agree or strongly agree to the question ‘I like the services I receive at KBH’. 97.66% of clients agree or strongly agree that they ‘would recommend KBH services to other people that need help’.
Many even commented that they have recommended KBH to others and will continue to do so because of the quality of care they receive.
Client satisfaction measures the quality of behavioral health service because a client’s perspective and experience of their care are essential to his/her/their outcomes. These surveys provide a bigger picture of the overall quality of care that KBH clients receive and help us understand where we can make improvements to best meet the needs of those we serve.