NYS Independent Living Council, Inc.

2004 NYS STATEWIDE CONSUMER SATISFACTION SURVEY

OVERVIEW AND EXECUTIVE SUMMARY

The Institute for Applied Research at SUNY Potsdam conducted the 2004 New York State Independent Living Centers' Consumer Satisfaction Survey. Survey questionnaires contain seven (7) satisfaction questions and four (4) items requesting demographic characteristics. The questionnaire is printed in large print in both English and Spanish. Appropriate alternate format materials were also provided. The questionnaire format provides space for consumers to include written comments. Questionnaires were sent to every individual who had "Consumer Service Records" (CSR's) during the 2003-2004 ILC Contract Year. Twenty-one thousand eight hundred and thirty-five (21,835) Consumer Satisfaction Surveys were distributed Statewide. There were three thousand one hundred and thirty-four (3,134) surveys that were returned by the U.S. Postal Service as undeliverable. This represented a fourteen point four percent (14.4%) undeliverable rate for 2004. This is more than double than the seven percent (7.0%) undeliverable rate for 2002, when surveys we distributed to consumers with active "Consumer Service Records" (CSR's) during the most recent half of the 2001-2002 ILC Contract Year. The lower return rate is significantly better and is much more efficient. If these undeliverable surveys are deducted from the total number of survey that were mailed, eighteen thousand seven hundred and one (18,701) were delivered successfully. Following is a description of results from the three thousand one hundred and twenty three (3,123) questionnaires that were completed and returned on time from around New York State. This yields an overall return rate of sixteen point seven percent (16.7%).

Note that three results from an additional five (5) surveys that were received after the deadline were entered during the time analysis was conducted. This causes the total number of surveys reported to vary slightly, but does not change the results for any center or demographic characteristic significantly.

The satisfaction goal is that eighty percent or more (( 80%) of Consumers report being satisfied with the Independent Living services they received. The percent of satisfaction is calculated by adding the percent of respondents that indicate that they "Strongly Agree" to the percent of respondents who responded that they "Agree" for each of the seven satisfaction items. Blanks and responses of "I have no opinion" were excluded from these calculations. Statewide satisfaction on all seven items ranges from 89% to 91%, easily meeting the 80% goal.

Survey Questionnaire Items

The first question was, "The staff helped me understand my choices and options." There were two thousand eight hundred one (2801) valid responses. Of Consumers responding to the questionnaire, forty four percent (44%) Strongly Agreed, forty six percent (46%) Agreed, four percent (4%) Disagreed, and five percent (5%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety one percent (91%). This exceeds the 80% goal.

The second question was, "The staff encouraged me to make my own decisions." There were two thousand six hundred eighty seven (2687) valid responses. Of Consumers responding to the questionnaire, forty four percent (44%) Strongly Agreed, fifty percent (50%) Agreed, four percent (4%) Disagreed, and four percent (4%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety two percent (92%). This exceeds the 80% goal.

The third question was, "Overall, I was satisfied with the Center's staff." There were two thousand eight hundred eight (2808) valid responses. Of Consumers responding to the questionnaire, forty seven percent (47%) Strongly Agreed, forty two percent (42%) Agreed, five percent (5%) Disagreed, and six percent (6%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety percent (90%). This exceeds the 80% goal.

The fourth question was, "I benefited from the information I received." There were two thousand seven hundred sixty six (2766) valid responses. Of Consumers responding to the questionnaire, forty four percent (44%) Strongly Agreed, forty four percent (44%) Agreed, five percent (5%) Disagreed, and six percent (6%) Strongly Disagreed to this item. This yields a Satisfaction rate of eighty nine percent (89%). This exceeds the 80% goal.

The fifth question was, "I benefited from the services I used." There were two thousand seven hundred twenty two (2722) valid responses. Of Consumers responding to the questionnaire, forty seven percent (47%) Strongly Agreed, forty two percent (42%) Agreed, four percent (4%) Disagreed, and seven percent (7%) Strongly Disagreed to this item. This yields a Satisfaction rate of eighty nine percent (89%). This exceeds the 80% goal.

The sixth question was, "I would recommend the Center to others." There were two thousand eight hundred thirty (2830) valid responses. Of Consumers responding to the questionnaire, fifty four percent (54%) Strongly Agreed, thirty seven percent (37%) Agreed, three percent (3%) Disagreed, and six percent (6%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-one (91%). This exceeds the 80% goal.

The seventh question was, "Overall, I was satisfied with the Center." There were two thousand eight hundred thirty two (2832) valid responses. Of Consumers responding to the questionnaire, forty nine percent (49%) Strongly Agreed, forty one percent (41%) Agreed, four percent (4%) Disagreed, and six percent (6%) Strongly Disagreed to this item. This yields a Satisfaction rate of ninety-percent (90%). This exceeds the 80% goal.

Seven (7) out of the seven (7) Survey items were at or above the 80% goal.

The New York State Independent Living Centers' Consumer Satisfaction Survey contained four items about the demographic characteristic of each respondent. These areas and codes match the required demographic characteristics reported for every consumer of IL services (CSR). The first three characteristics are: Gender, Age Group, and Ethnic Group. One response is allowed for each of these. The fourth demographic item is Disability. Twenty-eight different responses are available and one or more responses can be indicated.

The demographic profile for "All of New York State " is as follows:

Gender: Of the three thousand one hundred twenty three (3123) responses, forty percent (40%) were Male, fifty seven percent (57%) were Female, and three percent (3%) were No Response.

Age Group: Of the three thousand one hundred twenty three (3123) responses, one percent (1%) were Under Six Years Old, seven percent (7%) were Six to Seventeen Years Old, five percent (5%) were Eighteen to Twenty-two Years Old, fifty seven percent (57%) were Twenty-three to Fifty-four Years Old, thirty percent (30%) were Fifty-five Years and Older, and two percent (2%) were No Response.

Ethnicity: Of the three thousand one hundred twenty three (3123) responses, seventy one percent (71%) were White, twelve percent (12%) were Black non-Hispanic, seven percent (7%) were Hispanic, two percent (2%) were American Indian, one percent (1%) were Asian/Pacific Islander, three percent (3%) were Multi-ethnic, four percent (4%) were No Response.

Disability: The three thousand one hundred twenty three (3123) Surveys included seven thousand one hundred forty five (7145) responses for disability. (There can be more responses than surveys because respondents could indicate one or more disabilities.) Cognitive Disabilities were eighteen percent (18%) of responses, Mental Health Disabilities were twenty three percent (23%) of responses, Physical Disabilities were thirty eight percent (38%) of responses, Sensory Disabilities were fourteen percent (14%) of responses, and Multiple Disability was seven percent (7%) of responses.

Following the Executive Summary are detailed reports of results for the New York State, each Independent Living Center, and Demographic Groups.

Independent Living Center Results

Each Independent Living Center is also expected to receive a satisfaction rate of eighty percent or more (( 80%). Of the thirty-six (36) Independent Living Centers, twenty-nine meet or exceed this goal and seven (7) do not.

Twenty-one thousand eight hundred and thirty-five (21,835) surveys were mailed. Three thousand one hundred and thiry-four were undeliverable because the addresses were out of date or inaccurate. This is an undeliverable rate of fourteen point four (14.4%) percent. Seven (7) centers had twenty percent (20%) or more of their surveys returned by the US Post Office. Thirteen (13) centers had ten percent (10%) or fewer returned. Of the eighteen thousand seven hundred and one surveys delivered, 16.7% were responded to and sent in. Five centers had return rates over twenty-five percent (25%), two centers had return rates less that ten percent (10%).

To determine if survey results are representative of all demographic groups, the demographic characteristics of respondents to the survey were compared to the demographic characteristics of the individuals with CSR's from the NYS Independent Living Center End of Year Report. Some variation between the two is expected, as the CSR completion process and the survey process are very different. The CSR is completed by IL Center staff with each consumer and the survey is usually completed independently by consumers. Additional clinical/medical conditions change over time as do our perception of them. Although the characteristics reported by respondents to the survey vary slightly from the End of Year report, each group is adequately represented to determine satisfaction rates for each demographic group.

* Gender: Female is slightly over represented. (57.8% vs. 52.8%)

* Age Group: Fifty-five years and older is significantly over represented. (29.6% vs. 19.9%) All other age groups are under represented.

* Ethnicity: White is significantly over represented. (71.4 vs. 62.0%)

Black is significantly under represented. (11.9% vs. 17.6%)

Hispanic significantly under represented. (6.8% vs. 11.4%).

* Five Major Disability Categories:

Physical Disability category is over represented. (37.7% vs. 31.9%)

Sensory Disability category is over represented. (13.6% vs. 7.7%)

Multiple Disability category is under represented. (20.5% vs. 7.4%)

Satisfaction of various demographic Groups

Fifty (50) different demographic groups were checked for their level of satisfaction with Independent Living services. All fifty meet the 80% goal on all seven-survey items.

The following pages display tables and graphs of the demographic characteristics from the 2003-2004 End of Year Report compared to the demographic characteristics of respondents to the 2004 Satisfaction Survey.

The overall results of the 2004 New York State Independent Living Centers' Consumer Satisfaction Survey were excellent. These results will be used by New York State's Independent Living Centers to improve services to their communities.

For additional information about this survey or report, please contact: Potsdam Institute for Applied Research at SUNY Potsdam, 44 Pierrepont Avenue, Potsdam, NY 13676. 315 267-2718, piar@Potsdam.edu.