In 2011, the New York EMA initiated a Part A portfolio-wide client satisfaction survey process, in order to (1) systematically integrate client perspectives into evaluation and quality management; and (2) gradually replace variable survey efforts at individual agencies with a centralized, standardized process for comparable results. Through a community feedback process, the EMA developed a survey tool that includes a 17-item satisfaction scale applicable to all service categories. Piloting of the survey among 65 NYC agencies representing six Part A service categories revealed client literacy issues and variations in response rates related to organizational buy-in. Post-survey community feedback solicited at provider meetings is being used in conjunction with data analysis on instrument reliability and validity, to inform survey revisions and the next phase of implementation.
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